Manager, Growth Customer Success - EMEA

What this job can offer you

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.

What you bring

• 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.

Key Responsibilities 

• 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 existing and new Remote products, accessories, integrated products and services.
• Promote and review proper usage and documentation of all interactions in Slack, Vitally, Notion, Zendesk, portals, including problem resolution, and relevant customer information.

Practicals

• You'll report to: Director of Customer Success
• Team: Customer Success
• Location: EMEA
• Start date: As soon as possible

Remote Compensation Philosophy

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.

The On-Target Earnings for this position is between  $49,500 USD - $111,350 USD. The base salary is 75%. 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.

Application process

1. (async) Profile review
2. (async) Take home test
3. Interview with recruiter
4. Interview with manager & peer
5. Interview with Director of CS
6. Interview with VP of CX
7. Bar Raiser Interview
8. (async) Offer
9. Reference emails
10. Prior employment verification check