Manager, Customer Success - EMEA

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. 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.

If you are energetic, curious, motivated and ambitious, be part of our world. Apply now and define the future of work!

This is an exciting time to join Remote and make a personal difference in the global employment space as a Manager, Growth Customer Success, joining our Customer Success team. As a Manager, Growth Customer Success you will be overseeing and managing the day to day operations of a Growth Customer Success Team. You will support the team to build and grow an ongoing healthy relationship with our customers, preserve our current business and grow our customers into long term partners.

The position requires a thorough working knowledge and understanding of the Remote product and services. The successful candidate must have strong leadership and organizational skills with an ability to plan, innovate, prioritize and execute tasks in an efficient manner without sacrificing quality, or accuracy. Additional responsibilities include deep-dive analysis of various database metrics, collaboration with supporting teams (Benefits, Payroll, Legal, Onboarding, etc.)

and full accountability/responsibility for the reporting of the team.

• Demonstrated Leadership experience in a customer success position strongly preferred, or relevant people management skills in a related field
• First hand experience as an individual contributor with direct client-facing experience.
• Experience working with brand image and promoting value through customer experience.
• Exceptional ability to communicate and foster positive relationships.
• Experience in managing a diverse group and training each according to company standards.
• Ability to establish milestones and keep all team members on task.
• Experience analyzing and optimizing existing departmental processes.
• Deep understanding of customer concerns & thoughts regarding the use of products, and the ability to troubleshoot as needed.
• Ability to independently manage high stake customer escalations.
• Technical skills related to reporting, project management and process improvement.
• Fluent written and spoken English, and well structured communication skills in speaking, presenting & writing.
• Experience working in a global organization and start-up environment is preferred, but not required.
• It s not required to have experience working remotely, but considered a plus.

• Coaches and mentors a team of Growth Customer Success Managers to achieve defined performance metrics (measured weekly, monthly, quarterly), and planning and leading weekly team meetings.
• Oversees and is responsible for the onboarding process and training of new CSMs, including the appointment of a mentor/buddy.
• Ensures team cohesion, collaboration, understanding and application of department processes and internal SLAs.
• Ensures team members are providing the best value assessments for customers through review of metrics for completed casework.
• Plans and leads weekly team meetings.
• Collaborate with all internal departments for process improvement, establishing SOPs and generally streamlining collaborations.
• Oversee the evolving customer relationship to ensure each customer is fully invested in Remote services & expertise, as well as additional services as applicable with the goal of retention and client loyalty.
• Develop an in-depth understanding of each CSMs client base and coach the team to clearly define their purpose, needs, goals, and objectives.
• Practice continuous learning and improvement for self and team to remain current and become SME on…