Sr. Customer Success Manager, MM/ENT - AMER

The Wrap; United States; Hybrid; USD 47,000 - 131,000; Full time

Benefits offered by this job

Work from anywhere

Flexible paid time off

Flexible working hours (async)

16 weeks paid parental leave

Home office budget & IT equipment

Stock options

Job summary

Remote is seeking a Senior Mid-Market/Enterprise Customer Success Manager to accelerate revenue and deliver value through consultative engagements. You will act as a trusted partner for enterprise opportunities, guiding clients through Remote’s platform and global workforce trends.

You will collaborate with Product, Sales, Marketing and Solutions Consultant teams to drive multi-product adoption, mentor junior teammates, and help shape the customer experience in a fully remote, async environment.

Qualifications

• Extensive experience as a Senior CSM.
• Excellent English communication and stakeholder management.
• Ability to mentor peers and lead cross-functional initiatives.

Responsibilities

• Autonomous risk anticipation to adjust plans without manager input.
• Own end-to-end account plans and retention/expansion outcomes.
• Lead strategic communication and peer mentorship across teams.
• Diagnose root causes in portfolios to reduce rework.
• Drive AI adoption and product expansion with structured planning.

Skills

Senior CSM

Cross-functional collaboration

Strategic communication

Mentorship

AI adoption

Account expansion

Job description

About Remote

Remote is solving modern organizations’ biggest challenge – navigating global employment compliantly with ease. We make it possible for businesses of all sizes to recruit, pay, and manage international teams. With our core values at heart and future focused work culture, our team works tirelessly on ambitious problems, asynchronously, around the world. You can find Remoters working from 6 different continents (Antarctica left to go!) and all of our positions are fully remote.

With Innovation as one of the core values, we have built Automation and AI capabilities into the requirements for every role.

We encourage every member of the Remote team to bring their talents, experiences and culture to the table to help us build the best-in-class HR platform.

The position

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

Application process

1. Async Exercise
2. Interview with recruiter
3. Interview with team members (no managers present)
4. Interview with future manager
5. Bar Raiser Interview
6. Prior employment verification check

Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.

At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce. We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally.

Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change.

At Remote, we foster internal mobility as a key element of our culture of employee growth and development, supported by a compensation philosophy that guarantees pay equity and fairness. Therefore, all compensation changes associated with an internal move will be reviewed by the Total Rewards & People Enablement team on a case by case basis.

The annual salary range for this full-time position is $46,600 — $131,100 USD.

Benefits

• work from anywhere
• flexible paid time off
• flexible working hours (we are async)
• 16 weeks paid parental leave
• budget towards co-working spaces, learning and wellness (including gym memberships)
• mental health support services
• stock options
• home office budget & IT equipment

How you’ll plan your day (and life)

We work async at Remote which means you can plan your schedule around your life (and not around meetings). Read more at remote.com/async.

You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your life-work balance is important and you will be encouraged to put yourself and your family first, and fit work around your needs.

Not only do we encourage folks from all ethnic groups, genders, sexuality, age, abilities, disability status and any other under-represented group to apply, but we prioritize a sense of belonging. We have 4 ERGs (Women, Disability, Queer, Minorities in Tech) who meet regularly with the People team. During your interviews and beyond, we ask & encourage anybody who needs an accommodation to request one from their recruiter.

We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below. As an equal employment opportunity employer it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences and this data will help us to stay accountable. We thank you for providing this data, if you chose to.

At Remote, we embrace AI as a valuable tool while prioritizing human creativity and authenticity. We look forward to meeting candidates who balance innovation with genuine expertise and experience. To learn more about Remote's AI guidelines check see here.

Please note we accept applications on an ongoing basis.