Senior Customer Success Manager - MM/Ent - EMEA

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!

This is an exciting time to join Remote and make a personal difference in the global employment space as a Senior MM/Ent. Customer Success Manager, as part of our Customer Experience team. As a senior member of the team, you will be Accelerate and drive revenue acquisition and expansion through value based consultations and demonstrations that clearly articulate how prospective and current clients will achieve their goals with Remote

Be the trusted business partner for complex and / or enterprise-type opportunities to help address customer business goals and requirements

Be a trusted, deep subject matter expert on Remote's offerings and the industry and trends of the globally distributed workforce. Identify opportunities for, and regularly create thought leadership collateral

Identify and drive strategic initiatives to further develop and enhance the Customer Success capabilities, resources and impact on revenue, in particular focused on value-based, consultative sales

Build and deepen cross-functional relationships across Remote, particularly with Product, Sales, Marketing and Solutions Consultant teams to improve alignment and impact

Share learning and drive development and enablement opportunities within the Customer Success team

Take an active role in coaching and mentoring for junior members of the Customer Success team

Requirements

Proven track record as as a Senior/Enterprise CSM.

Experience managing complex large clients (50+ employees) autonomously.

This role requires strong communication/presentation skills, as well as displaying strong leadership and confidence in all levels of customer engagement/situations.

Ability to understand the business requirements and technical problems and help them with best practices and the right next action. Functional knowledge of Remote service and our platforms.

Proven track record of building relationships with senior customer executives in enterprise or strategic accounts. Experience in managing different levels of leadership team engagement a regular basis required.

Identify new opportunities: up-sell, cross-sell, additional training.

Effective communicator both externally (with clients) and internally, with Product, Sales, Operational & Support Teams.

Experience mentoring new team members.

Fluent written and spoken English, and well structured communication skills in speaking & writing.

It's not required to have experience working remotely, but considered a plus.

Key responsibilities

Develop a deep understanding of the customer's business and technical objectives, partner with them to build a strategic joint success plan with identified objectives, milestones and measurable KPIs to achieve the outcomes.

Take responsibility for the entire customer journey, grow them into long term partners, and own client retention & expansion.

Identifying upselling & cross-selling opportunities, and managing campaigns and product promotion, as well as introducing new features to our clients.

Apply domain/technical knowledge of Remote platform, best practices, and customer insights to remove bl