Manager, Core Customer Success

• Responsibility for a team of Core Customer Success Managers.
• Build and improve processes for customer onboarding, and client retention & expansion.
• Mentor and coach a team on upselling, cross-selling and product promotion, as well as introducing new features to our clients.
• Work with a team of Core Customer Success Managers and accompany them in their career path & professional growth.
• The opportunity to define long term Account Management & Customer relationship management.
• Interact with our Product, Sales, Global Operations, Finance, Legal, and Growth teams, and implement processes to drive improvement of the customer experience.
• Define long term strategy for a brand new team in Remote’s Customer Success organization, and implement changes based on client feedback and company growth.

Responsibilities:

• Coaches and mentors a team of Core Customer Success Managers to achieve defined performance metrics (measured weekly, monthly, quarterly).
• Oversees and is responsible for the onboarding process and training of new Core Customer Success Managers, including the appointment of a mentor/buddy.
• Ensures the team is following Remote established guidelines, and lead the innovation of new processes.
• Ensures that the timely quarterly review of team is met, as well as conducting individual touch points each month, at a minimum.
• Ensures team members are providing the best value assessments for customers through review of metrics for completed casework.
• Develops reports for an effective team dashboard and works to refine & improve processes.
• Plans and leads weekly team meetings.
• Daily monitoring and distribution of tasks, projects, and cases amongst the team to ensure department case queues and SLAs are met.
• Collaborate with all internal departments for process development, implementation and innovation.
• Oversee the ongoing customer relationship process to ensure each customer is fully invested in Remote services and 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 and achieve their purpose, needs, goals, and objectives.
• Identify client business needs and goals to develop a targeted path of savings and efficiencies using value adding best practices, data application, and reporting and benchmarking.
• 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.
• Properly utilize and document all interactions in Notion, Zendesk, Salesforce, including problem resolution, and relevant customer information.

• 3-5 years of experience in managing a customer success or sales team, ideally in a product and tech-focused environment.
• Exceptional ability to communicate and foster positive business relationships.
• Technical skills required, as they relate to the use and troubleshooting of the product and company tools.
• Experience in managing a diverse group and training each according to company standards and business needs.
• Ability to establish milestones and keep all team members on task.
• Experience analyzing and optimizing the existing processes in the Customer Success department.
• Deep understanding of customers concerns and thought process regarding the use of products, and the ability to troubleshoot as needed.
• Passion for problem solving and coordinating the execution of strategies or escalations across a wide variety of technical and customer verticals.
• Writes and speaks fluent English, well structured communication skills.
• It's not required to have experience working remotely, but considered a plus.

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

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.

1. Async exercise 
2. Interview with Manager, Customer Success
3. Interview with team members (no managers present)
4. Interview with future manager 
5. Prior employment verification check 

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