Sr. Customer Success Manager, MM/ENT - AMER

Remote; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Remote is seeking a Senior Mid-Market/Enterprise Customer Success Manager to accelerate revenue by delivering value-based consultations and tailored product demonstrations. You will act as a trusted partner for complex, enterprise opportunities, leveraging your deep expertise on Remote's offerings and workforce trends to drive retention and expansion.

You will collaborate with Product, Sales, Marketing, and Solutions Consultant teams to maximize alignment, raise the bar for the Customer Success

Qualifications

• Seasoned Senior CSM with enterprise experience.
• Owns end-to-end retention and expansion.
• Delivers value-based consultations and product demos.
• Partners with Product, Sales, Marketing, and Solutions teams.
• Mentors junior team members and drives enablement.

Responsibilities

• Deliver value-based consultations and tailored product demonstrations.
• Partner with cross-functional teams to maximize account impact.
• Lead development and enablement opportunities for the team.
• Coach and mentor junior teammates in customer success best practices.
• Create thought leadership collateral for strategic accounts.

Skills

Senior CSM

Risk anticipation

Account ownership

Strategic communication

Mentorship

Root-cause diagnosis

AI adoption

Cross-functional collaboration

Portfolio management

Job description

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