Reed
WC2B5LX
Full-time
Hybrid
20 days ago
Reed.ai is looking for a Reed.ai Customer Growth Manager to join their team in Holborn, London. About Us Reed.ai is an early-stage AI comp…
About Remote
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.
With Innovation as one of the core values, we have built Automation and AI capabilities into the requirements for every role.
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!
The Position
This is an exciting time to join Remote and make a personal difference in the global employment space as a Customer Success Manager, Growth, within our Customer Experience team. In this role, you will act as a trusted advisor and advocate for our customers, building strong relationships to ensure retention and high-quality service delivery. You will manage the entire post-sale customer journey—from the initial onboarding phase to an established partnership—by educating clients on product functionality and supporting them with any questions that might arise. Additionally, you will collaborate with Sales to align on customer expectations, monitor account health to proactively prevent churn and manage escalations, and identify valuable upselling and cross-selling opportunities. As a key link between our clients and internal operations, you will also share direct customer feedback to continually improve our team processes.
Role Expectations
Demonstrated experience as a Customer Success manager.
Accountability & Autonomy: Operates autonomously in all routine situations—including daily client contact, managing internal requests, product feedback loops, and vertical alignment—while leveraging leadership guidance for executive escalations, action plans, and complex stakeholder disputes.
Omnichannel & Async Communication: Interacts with clients daily via asynchronous tools (Vitally, Zendesk, Loom) to provide a delightful customer experience, shifting to live calls primarily for specific strategic triggers such as expansion, escalations, or retention rather than regular standing meetings.
Customer Outcomes (Retention & Growth): Focuses on proactive churn prevention, high account retention, and accelerating portfolio growth through the consistent and disciplined execution of defined customer success playbooks.
Commercial & Revenue Impact: Directly drives Remote’s retention and revenue stability by building strong customer relationships and executing data-driven client management strategies.
Operational Excellence & Vitally Mastery: Implements structured routines to monitor customer health within Vitally as the Single Source of Truth (SSOT), leveraging built-in automations to proactively reach out, provide targeted help, and resolve concerns.
Cross-Vertical Team Impact: Collaborates closely with internal verticals to ensure accurate expectations are set with customers, seamlessly translating client interactions into clear, actionable requests using internal systems like Kissflow and Zendesk.
Operational Innovation & AI Adoption: Maximizes daily throughput and efficiency by adopting approved automation and AI tools for account planning, customer communications, and documentation.
Fluent written and spoken English, and well structured communication skills in speaking & writing.
Practicals
You'll report to: Manager, Customer Success
Team: Customer Experience
Location: EMEA
Start date: As soon as possible
Hiring Process
(async) Profile review
(async) Written test
Interview with recruiter
Interview with manager
Interview with Sr
Neutral 2–4 sentence summary of what working at this company is like, drawn from public reviews and press coverage. Tone, collaboration style, pace, benefits highlights.
£45,000 – £60,000 (Glassdoor, Levels.fyi, 2025)
Reed.ai is looking for a Reed.ai Customer Growth Manager to join their team in Holborn, London. About Us Reed.ai is an early-stage AI comp…