Customer Success Manager - Remote

Overview

We are seeking a detail-oriented and proactive Customer Success Manager to oversee the operational execution and ongoing support for our most critical enterprise accounts. This role ensures seamless delivery of services, resolution of day-to-day issues, and continuous improvement of operational workflows that impact customer satisfaction and success.

In Short

• Ensure high levels of customer satisfaction by managing response times, NPS, and CSAT scores.
• Serve as the primary operational contact for designated enterprise customers.
• Monitor and manage daily customer issues and coordinate resolution with internal teams.
• Identify inefficiencies in customer-related processes and implement improvements.
• Track and manage execution of customer deliverables, ensuring milestones are met.
• Maintain and analyze key operational metrics related to account health.
• Lead operational review calls with customers to provide updates on performance.
• Ensure all operational procedures are documented and followed.
• Build and maintain strong relationships with mid-market and enterprise-level customers.
• Focus on customer retention and identify opportunities for account expansion.

Requirements

• Bachelor’s degree in Business, Operations, or a related field.
• 3–5 years of experience in customer operations, preferably in HR tech or EOR industry.
• Proven success managing operational delivery for mid-market or enterprise clients.
• Strong organizational and project management skills.
• Comfortable with process mapping and continuous improvement practices.
• Excellent communication and relationship management abilities.
• Proficiency in CRM and project management tools (e.g., Salesforce, Asana).
• Analytical mindset with the ability to extract insights from operational data.
• Comfortable working in a fast-paced, high-growth environment.
• Strong problem-solving skills and a proactive approach to customer support.

Benefits

• A competitive salary.
• An asynchronous working environment.
• A "Remote-First" company environment.
• The ability to work from abroad for a short period of time.
• Growth opportunities within the company.
• Necessary hardware provided to ensure success from day one.