Manager, Scale Customer Success - Remote

Overview

This is an exciting time to join Remote and make a personal difference in the global employment space as a Manager, Scale Customer Success, joining our Customer Success team.

In Short

• Oversee and manage the day-to-day operations of a Scale Customer Success Team.
• Support the team to build and grow relationships with customers.
• Preserve current business and grow customers into long-term partners.
• Conduct deep-dive analysis of various database metrics.
• Collaborate with supporting teams (Benefits, Payroll, Legal, Onboarding, etc.).
• Accountable for the reporting of the team.
• Coaches and mentors a team of Scale Customer Success Managers.
• Ensures the team follows Remote established guidelines.
• Develop reports for an effective team dashboard.
• Identify client business needs and goals.

Requirements

• Proven experience in managing a customer success or sales team.
• Exceptional ability to communicate and foster positive business relationships.
• Technical skills related to product and company tools.
• Experience in managing a diverse group and training.
• Ability to establish milestones and keep team members on task.
• Experience analyzing and optimizing existing processes.
• Deep understanding of customer concerns and troubleshooting.
• Passion for problem-solving and coordinating execution of strategies.
• Experience in sales expansion and retention.
• Fluent in English with well-structured communication skills.

Benefits

• Responsibility for a team of Scale Customer Success Managers.
• Build and improve processes for customer onboarding and retention.
• Mentor and coach a team on upselling and product promotion.
• Opportunity to define long-term Account Management strategies.
• Interact with various internal teams to drive customer experience improvement.
• Define long-term strategy for a new team in Customer Success.