Manager of Growth Customer Success, Remote
$49.5-111.3k
OTE
The base salary is 75% + Stock options
HR solutions for distributed teams
Be an early applicant
HR solutions for distributed teams
1001+ employees
Be an early applicant
$49.5-111.3k
OTE
The base salary is 75% + Stock options
1001+ employees
Company mission
To open up the world of work for every person, business, and country.
Role
Who you are
- 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
What the job involves
- 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
- 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
- You'll report to: Director of Customer Success
Application process
- (async) Profile review
- (async) Take home test
- Interview with recruiter
- Interview with manager & peer
- Interview with Director of CS
- Interview with VP of CX
- Bar Raiser Interview
- (async) Offer
- Reference emails
- Prior employment verification check
- Please fill out the form below and upload your CV with a PDF format
- We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote
- If you don’t have an up to date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead
- Please note we accept applications on an ongoing basis
Our take
The number of companies switching to fully-remote set-up is booming. Aiming to capitalise on this, Remote helps companies of all sizes hire and manage international employees across benefits, taxes, payroll and compliance.
According to Remote, local and international regulations constantly change. Thus, the company's unique selling point is that its law attorneys and HR specialists are focused on supervising regulations on a daily basis and ensuring that the clients avoid expensive compliance mistakes. Remote also differentiates itself through its network of local legal entities that cover all of the countries it offers services in to ensure the clients receive the best protection in the industry. Moreover, the company offers a platform for distributed teams that makes it easy for companies to onboard and pay international contractors and employees.
Remote's history of funding - that helped secure its $3Billion valuation - has supported expansion across markets, as well as being used to expand partnerships and integrations. Further development of its tool suite can be expected, as the company pushes to be the first name in distributed HR.
Freddie
Company Specialist at Welcome to the Jungle
Insights
43% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Apr 2022
$300m
SERIES C
Jul 2021
$150m
SERIES B
Total funding: $496m
Company benefits
- Unlimited personal time off
- Paid parental leave
- Co-working allowance
- Flexible working hours
- Learning budget
- Mental health support
- Company stock options
- Home office setup
- Celebratory allowances
- Branded swag
- Other country-specific benefits
Company HQ
Fisherman's Wharf, San Francisco, CA
Leadership
Job van der Voort
(Co-Founder & CEO)Previously Researcher at Champalimaud Foundation for 1 year and Co-Founder & CTO at JAXONS for 1 year.
Marcelo Lebre
(Co-Founder & President)Previously Chief Technology Officer at Faber Ventures for 1 year and VP of Engineering at Unbabel for 2 years
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