[Remote] Manager, Growth Customer Success - EMEA at Remote

Morowali, Sulawesi Tengah, Indonesia

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

HR Technology, Global Employment, SaaSIndustries

Requirements

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
Experience working remotely considered a plus
Thorough working knowledge and understanding of the Remote product and services
Strong leadership and organizational skills with an ability to plan, innovate, prioritize and execute tasks efficiently without sacrificing quality or accuracy

Responsibilities

Coaches and mentors a team of Growth Customer Success Managers to achieve defined performance metrics (measured weekly, monthly, quarterly)
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
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
Support the team to build and grow an ongoing healthy relationship with customers, preserve current business and grow customers into long term partners
Deep-dive analysis of various database metrics
Collaboration with supporting teams (Benefits, Payroll, Legal, Onboarding, etc.)
Full accountability/responsibility for the reporting of the team
Overseeing and managing the day to day operations of a Growth Customer Success Team

Skills

Key technologies and capabilities for this role

Customer SuccessLeadershipPeople ManagementMetrics AnalysisDatabase AnalysisCross-functional CollaborationProduct KnowledgeReporting

Questions & Answers

Common questions about this position

Is this position remote?

Yes, all positions at Remote are fully remote, with team members working asynchronously around the world from 6 different continents.

What salary or compensation does this role offer?

This information is not specified in the job description.

What key skills and experience are required for this role?

The role requires demonstrated leadership experience in customer success or relevant people management, direct client-facing experience as an individual contributor, exceptional communication skills, ability to manage diverse teams and establish milestones, and technical skills in reporting, project management, and process improvement.

What is the company culture like at Remote?

Remote has a future-focused work culture where the team works asynchronously around the world, encouraging members to bring their talents, experiences, and culture to build the best-in-class HR platform, with core values at heart.

What makes a strong candidate for this Manager role?

Strong candidates have demonstrated leadership in customer success or people management, hands-on client-facing experience, skills in managing diverse teams, process optimization, handling escalations, and working in global or startup environments, along with fluent English and structured communication.

Remote

Global employment platform for payroll management

About Remote

Remote.com is a global employment platform that helps businesses hire, manage, and pay employees in various countries. It simplifies international human resources tasks such as compliance, payroll, and benefits management, allowing companies to focus on their core operations. Remote.com stands out by prioritizing data security with ISO27001 certification and SOC 2 compliance, while offering a flexible pricing model that reduces manual work. The company's goal is to provide a comprehensive solution for efficiently managing international talent.

San Francisco, CaliforniaHeadquarters

2019Year Founded

$482.5MTotal Funding

SERIES_CCompany Stage

Consulting, CybersecurityIndustries

5,001-10,000Employees

Benefits

Remote Work Options

Unlimited Paid Time Off

Flexible Work Hours

Paid Parental Leave

Mental Health Support

Stock Options

Professional Development Budget

Home Office Stipend

Company Social Events

Risks

AI-powered HR platforms like Borderless AI could threaten Remote's market share.

Competitors like Deel show rapid growth, indicating a highly competitive market.

Stablecoin payments trend could pose a risk if Remote doesn't adapt quickly.

Differentiation

Remote offers a unified platform for managing global payroll and compliance.

Remote's ISO27001 and SOC 2 certifications ensure high standards of data security.

Remote Global Benefits simplifies multi-country health insurance management with Kota's integration.

Upsides

Remote's stablecoin payments feature addresses demand for flexible international contractor payments.

Remote's entry into Japan expands its reach in high-demand international employment markets.

The global payroll solutions market is projected to reach $10.5 billion by 2030.

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