Sr. Customer Success Manager, MM/ENT - AMER

Remote; United States; Remote; USD 110.000 - 180.000; Vollzeit

Zusammenfassung

Remote is seeking a Senior Mid-Market/Enterprise Customer Success Manager to accelerate revenue growth and expand strategic partnerships across our global client base. You will deliver value-based consultations and customized product demonstrations that illustrate how clients can achieve their goals with Remote's platform.

As a trusted advisor, you will own high-impact accounts, drive retention, and mentor junior teammates while collaborating with Product, Sales, Marketing and Solutions

Qualifikationen

• Proven track record as a Senior Customer Success Manager in enterprise or mid-market.
• Strong written and spoken English; top-tier communication.
• Ability to drive retention, expansion and strategic initiatives.
• Experience with AI-enabled product adoption is a plus.

Aufgaben

• Accelerate revenue acquisition and expansion for enterprise and mid-market accounts.
• Deliver value-based consultations and tailored product demonstrations.
• Build cross-functional relationships with Product, Sales, Marketing, and Solutions teams to align goals.
• Coach and mentor junior teammates; lead enablement initiatives.

Kenntnisse

Senior CSM

Risk anticipation

Account ownership

Strategic communication

Mentorship

AI adoption

Cross-functional collaboration

English proficiency

Jobbeschreibung

About Remote

Remote is building the infrastructure that makes global payroll and employment possible for everyone, everywhere. Our team is made up of people who want to own a piece of that work, not just contribute to it. That work happens across six continents, only Antarctica left to go, entirely remote. It also requires real fluency with AI in every role, not just familiarity with it.

The position

About Remote

Remote is building the infrastructure that makes global payroll and employment possible for everyone, everywhere. Our team is made up of people who want to own a piece of that work, not just contribute to it. That work happens across six continents, only Antarctica left to go, entirely remote. It also requires real fluency with AI in every role, not just familiarity with it.

Our standards are high, and the ownership is total. You'll have the trust and space to find your own way to the best answer, and the support to see it through, because that's how we build things that actually work at this scale. In return, your career grows faster, because at Remote, growth is tied to results. We're founded on the principle that where someone lives should never limit what they can achieve, and we operate exactly that way.

This is an exciting time to join Remote and make a personal difference in the global employment space as a Senior Mid-Market/Enterprise Customer Success Manager within our Customer Experience team. In this high-impact role, you will accelerate revenue acquisition and expansion by delivering value-based consultations and tailored product demonstrations that show exactly how prospective and current clients can achieve their goals.

Serving as a trusted business partner for complex, enterprise-level opportunities, you will leverage your deep subject matter expertise on Remote’s offerings and global workforce trends to consistently create thought leadership collateral.

You will identify and spearhead strategic initiatives to enhance the team's capabilities, particularly focused on consultative sales, while building strong cross-functional relationships with Product, Sales, Marketing, and Solutions Consultant teams to maximize organizational alignment.

Finally, you will raise the bar for the wider Customer Success organization by leading development and enablement opportunities, sharing key learnings, and taking an active role in coaching and mentoring junior team members.

Role Expectations

• Extensive experience as a Senior CSM.
• Autonomous Risk Anticipation: Anticipates portfolio risks early and adjusts strategic plans without manager intervention, keeping stakeholders aligned through change while maintaining high performance across complex books of business.
• Solution-Oriented Account Ownership: Drives retention and expansion outcomes with minimal oversight, owning end-to-end mitigation and account plans rather than just tasks, and proactively escalating complex issues with proposed solutions already in hand.
• Strategic Communication & Peer Mentorship: Communicates with strategic depth to align cross-functional DRIs early, while actively mentoring peers on customer communication, stakeholder management, and disciplined follow-up.
• Root-Cause Diagnosis & Rework Reduction: Diagnoses underlying portfolio friction early to build repeatable account plans, driving cross-functional execution for complex scenarios and significantly reducing rework through disciplined attention to detail.
• Proactive Boundary Setting & Values Leadership: Balances empathy with firmness to navigate tough customer conversations proactively, while coaching peers and modeling values-based behavior both internally and externally.
• Scalable AI Adoption & Product Expansion: Builds and shares repeatable AI and automation workflows that measurably increase team efficiency, while proactively driving multi-product adoption through structured planning.
• High-Impact Retention & Execution Quality: Reliably delivers superior retention and expansion outcomes, raising the bar for the wider team's documentation and execution quality through visible team initiatives.
• Fluent written and spoken English, and well structured communication skills in speaking & writing.

Practicals

• You’ll report to: Manager, Customer Success
• Team: [Customer Success] - [Core Customer Success]
• Location: AMER
• Start date: As soon as possible