Remote · 1 month ago
Manager, Growth Customer Success - EMEA
United States
Full-time
Remote
Mid, Senior LevelRemote is a company focused on facilitating global employment for organizations. The Manager, Growth Customer Success will oversee the day-to-day operations of the Growth Customer Success Team, ensuring strong customer relationships and accountability for team metrics.
Bookkeeping and PayrollComplianceConsultingHuman ResourcesRecruitingSoftware
Responsibilities
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
Qualification
Required
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
Preferred
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
Benefits
Work from anywhere
Flexible paid time off
Flexible working hours (we are async)
16 weeks paid parental leave
Mental health support services
Stock options
Learning budget
Home office budget & IT equipment
Budget for local in-person social events or co-working spaces
Company
Remote
Remote is an employment, payroll, and HR platform for modern, distributed businesses.
Founded in 2019
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$496MKey Investors
SoftBank Vision FundAccelIndex Ventures
2022-04-05Series C· $300M
2021-07-13Series B· $150M
2020-11-01Series A· $35M
Leadership Team
Job van der Voort
CEO
John Kelly
Chief Revenue Officer
Recent News
Company data provided by crunchbase