Sr. Customer Success Manager, MM/ENT - AMER

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 Senior Mid-Market/Enterprise Customer Success Manager within our Customer Experience team. In this high-impact role, you will accelerate revenue acquisition and expansion by delivering value-based consultations and tailored product demonstrations that show exactly how prospective and current clients can achieve their goals. Serving as a trusted business partner for complex, enterprise-level opportunities, you will leverage your deep subject matter expertise on Remote’s offerings and global workforce trends to consistently create thought leadership collateral. You will identify and spearhead strategic initiatives to enhance the team's capabilities, particularly focused on consultative sales, while building strong cross-functional relationships with Product, Sales, Marketing, and Solutions Consultant teams to maximize organizational alignment. Finally, you will raise the bar for the wider Customer Success organization by leading development and enablement opportunities, sharing key learnings, and taking an active role in coaching and mentoring junior team members.

Role Expectations

Extensive experience as a Senior CSM.

Autonomous Risk Anticipation: Anticipates portfolio risks early and adjusts strategic plans without manager intervention, keeping stakeholders aligned through change while maintaining high performance across complex books of business.

Solution-Oriented Account Ownership: Drives retention and expansion outcomes with minimal oversight, owning end-to-end mitigation and account plans rather than just tasks, and proactively escalating complex issues with proposed solutions already in hand.

Strategic Communication & Peer Mentorship: Communicates with strategic depth to align cross-functional DRIs early, while actively mentoring peers on customer communication, stakeholder management, and disciplined follow-up.

Root-Cause Diagnosis & Rework Reduction: Diagnoses underlying portfolio friction early to build repeatable account plans, driving cross-functional execution for complex scenarios and significantly reducing rework through disciplined attention to detail.

Proactive Boundary Setting & Values Leadership: Balances empathy with firmness to navigate tough customer conversations proactively, while coaching peers and modeling values-based behavior both internally and externally.

Scalable AI Adoption & Product Expansion: Builds and shares repeatable AI and automation workflows that measurably increase team efficiency, while proactively driving multi-product adoption through structured planning.

High-Impact Retention & Execution Quality: Reliably delivers superior retention and expansion outcomes, raising the bar for the wider team's documentation and execution quality through visible team initiatives.

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

Practicals

You'll report to: Manager, Customer Success

Team: [Customer Success] - [Core Customer Success]

Location