Customer Success Manager at Remitly

Beijing, Beijing, China

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Information Analytics, Research, Academic, HealthcareIndustries

Requirements

University degree
Background in customer engagement and driving customer adoption
Publishing background or SaaS a plus
Experience with products in product portfolio, or else similar products

Responsibilities

Manage customer relationships to become a trusted partner: develop new influential relationships, identify and nurture champions, facilitate product development through liaising between customer and product, identify requirements in relation to organization’s ambition, navigate customer queries with relevant internal stakeholders
Drive customer satisfaction & customer success: deliver tailored value stories (value reinforcement), demonstrate product/services ROI
Retention and Renewal: support closing new agreements/renewals with Sales team by identifying value story, customer needs and advocates for Elsevier solutions
Identify Cross-sell & upsell opportunities: analyze data & understanding of customer needs and ambitions (value story) while adding value based on experience
Conduct Customer training in a scalable way: ensure that all digital & f2f training is fulfilling a need with the customer/audience; this includes both demonstrations of products as well as workshops
Work cross functionally: share experiences across customer facing teams as well as the greater Elsevier organization to share success stories and ensure value proposition is clearly communicated and understood
Post-sales: with customer stakeholder team, determine product goals and set up a meeting/contact cadence to discuss emerging needs, support, adoption and health metrics, and perception of product across the institution; refresh CRM with current stakeholders and information from trainings and periodic customer conversations to identify opportunities for cross and up sell and inform Sales team of updates before renewal activities begin
Sales: after sales are closed, participate in hand-off meetings with Account Managers to verify outcomes established during the sales cycle, define role, and review any related information on the opportunity in CRM

Skills

Customer Success

Onboarding

Customer Engagement

Account Management

CRM

Product Adoption

Renewal Management

Upsell

Cross-sell

Customer Retention

Remitly

International money transfer for immigrants

About Remitly

Remitly focuses on international money transfers, helping immigrants send money to their families quickly and securely at lower costs than traditional banks. The company charges transaction fees and earns from the exchange rate margin, offering various transfer options like bank deposits and cash pickups. Remitly enhances user experience through its website and mobile app, allowing real-time tracking of transfers, and engages with immigrant communities by providing helpful resources and educational support. Its goal is to meet the unique needs of immigrants while ensuring fast, affordable, and reliable money transfer services.

Seattle, WashingtonHeadquarters

2011Year Founded

$423.9MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Continuing Education or Travel Stipend

Office Culture

Flexible PTO, Schedules and Leaves

DEI Learning Opportunities

Community Engagement

Inclusive Benefits

Risks

Swift's integration into banks' channels poses a competitive threat to Remitly.

AI agents' rise may challenge Remitly's operational model in efficiency and cost-effectiveness.

Schall Law Firm's investigation could impact investor confidence and Remitly's reputation.

Differentiation

Remitly focuses on immigrants, offering competitive rates and fast, secure transactions.

The company leverages technology for a seamless user experience via its app and website.

Remitly engages with immigrant communities through content and educational initiatives.

Upsides

Increased digital wallet adoption in key markets expands Remitly's reach to unbanked individuals.

AI agents in operations could reduce costs and improve Remitly's efficiency.

Visa collaboration enhances Remitly's cross-border fund flow services, boosting customer satisfaction.

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