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Senior Customer Success Manager - MM/Ent - APAC
full-time•Ciudad Juárez
About this role
<div class="content-intro"><h2><strong>About Remote</strong></h2>
<div><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">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.<br><br>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.</span></div>
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<div><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">If you are energetic, curious, motivated and ambitious, be part of our world. Apply now and define the future of work!</span></div></div><h2>How we work</h2>
<p>We love <a href="https://www.notion.so/80c01cd443ad4c77a8ceaef7c5fba5d0?pvs=21">working async</a> and this means you get to set your own schedule. We empower ownership and proactivity and when in doubt default to action instead of waiting.</p>
<h2>The position</h2>
<p>This is an exciting time to join Remote and make a personal difference in the global employment space as a <strong>Senior MM/Ent. Customer Success Manager</strong>, as part of our Customer Experience team. As a senior member of the team, you will be Accelerate and drive revenue acquisition and expansion through value based consultations and demonstrations that clearly articulate how prospective and current clients will achieve their goals with Remote</p>
<ul>
<li>Be the trusted business partner for complex and / or enterprise-type opportunities to help address customer business goals and requirements</li>
<li>Be a trusted, deep subject matter expert on Remote's offerings and the industry and trends of the globally distributed workforce. Identify opportunities for, and regularly create thought leadership collateral</li>
<li>Identify and drive strategic initiatives to further develop and enhance the Customer Success capabilities, resources and impact on revenue, in particular focused on value-based, consultative sales</li>
<li>Build and deepen cross-functional relationships across Remote, particularly with Product, Sales, Marketing and Solutions Consultant teams to improve alignment and impact</li>
<li>Share learning and drive development and enablement opportunities within the Customer Success team</li>
<li>Take an active role in coaching and mentoring for junior members of the Customer Success team</li>
</ul>
<h2>Requirements</h2>
<ul>
<li>Proven track record as a Senior/Enterprise CSM.</li>
<li>Experience managing complex large clients (50+ employees) autonomously.</li>
<li>This role requires strong communication/presentation skills, as well as displaying strong leadership and confidence in all levels of customer engagement/situations.</li>
<li>Ability to understand the business requirements and technical problems and help them with best practices and the right next action. Functional knowledge of Remote service and our platforms.</li>
<li>Proven track record of building relationships with senior customer executives in enterprise or strategic accounts. Experience in managing different levels of leadership team engagement a regular basis required.</li>
<li>Identify new opportunities: up-sell, cross-sell, additional training.</li>
<li>Effective communicator both externally (with clients) and internally, with Product, Sales, Operational & Support Teams.</li>
<li>Experience mentoring new team members.</li>
<li>Fluent written and spoken English, and well structured communication skills in speaking & writing.</li>
<li>It's not required to have experience working remotely, but considered a plus.</li>
</ul>
<h2>Key responsibilities</h2>
<ul>
<li>Develop a deep understanding of the customer's business and technical objectives, partner with them to build a <strong>strategic</strong> <strong>joint success plan</strong> with identified objectives, milestones and measurable KPIs to achieve the outcomes.</li>
<li>Take responsibility for the entire customer journey, grow them into long term partners, and own client retention & expansion.</li>
<li>Identifying upselling & cross-selling opportunities, and managing campaigns and product promotion, as well as introducing new features to our clients.</li>
<li>Apply domain/technical knowledge of Remote platform, best practices, and customer insights to <strong>remove blockers</strong> and <strong>lead</strong> key resources, internally and externally, to <strong>proactively</strong> support customer’s success plan.</li>
<li>Partner with customer-facing account teams and executives (sales, support, professional services, engineering, product, and partners) on overall platform success.</li>
<li>Accelerate customer’s P2V (Purchase to Value) journey and thereby help to protect <strong>recurring renewal</strong> <strong>revenue</strong> and <strong>expand</strong> customer <strong>NRR</strong> (Net Retention Rate).</li>
<li>Engage regularly and develop deep <strong>relationships</strong> with customer stakeholders including business and technical teams.</li>
<li>Coordinate small customer projects.</li>
<li>Maintain knowledge of market trends and <strong>competitive insights</strong> and act as Remote <strong>evangelist</strong> with customers, partners, and ecosystem communities.</li>
<li>Fluent written and spoken English, and well structured communication skills in speaking, presenting & writing.</li>
<li>Experience working in a global organization and start-up environment is preferred, but not required.</li>
<li>It's not required to have experience working remotely, but considered a plus.</li>
</ul>
<p> </p>
<h2>Practicals</h2>
<ul>
<li><strong>You'll report to:</strong> Manager of CS</li>
<li><strong>Team:</strong> Customer Success</li>
<li><strong>Location</strong>: APAC</li>
<li><strong>Start date</strong>: As soon as possible</li>
</ul>
<h2>Application process</h2>
<ol>
<li>(async) Profile review</li>
<li>(async) Take home test</li>
<li>Interview with recruiter</li>
<li>Interview with manager & peer</li>
<li>Interview with Director of CS</li>
<li>Bar Raiser Interview</li>
<li><a href="https://www.notion.so/Veremark-Remote-96e108c037b8423cbd4c3f07a1f9b38b">Prior employment verification check</a> </li>
<li>(async) Offer</li>
</ol>
<p><br><em>Please note the posted range reflects the base salary only. This position follows an 80/20 pay mix, where your base salary is supplemented by a 20% performance-based variable (OTE).</em></p><div class="content-conclusion"><h2><strong>Benefits</strong></h2>
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<div class="p-rich_text_section"><span style="font-size: 12pt;">Our full benefits & perks are explained in our handbook at <a class="c-link" href="http://remote.com/r/benefits" target="_blank" data-stringify-link="http://remote.com/r/benefits" data-sk="tooltip_parent">remote.com/r/benefits</a>. As a global company, each country works differently, but some benefits/perks are for all Remoters:</span></div>
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<li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">work from anywhere</span></li>
<li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">flexible paid time off</span></li>
<li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">flexible working hours (we are <a class="c-link" href="https://remote.com/async" target="_blank" data-stringify-link="https://www.notion.so/remotecom/Working-Async-at-Remote-80c01cd443ad4c77a8ceaef7c5fba5d0" data-sk="tooltip_parent">async</a>)</span></li>
<li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">16 weeks paid parental leave</span></li>
<li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">mental health support services</span></li>
<li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">stock options</span></li>
<li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">learning budget</span></li>
<li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">home office budget & IT equipment</span></li>
<li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">budget for local in-person social events or co-working spaces</span></li>
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<h2><strong>How you’ll plan your day (and life)</strong></h2>
<p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">We work async at Remote which means you can plan your schedule around your life (and not around meetings). Read more at <a href="https://remote.com/async" target="_blank">remote.com/async</a>.</span></p>
<p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your <strong>life-work balance</strong> is important and you will be encouraged to put yourself and your family first, and fit work around your needs.</span></p>
<p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">If that sounds like something you want, apply now!</span></p>
<h2><strong>How to apply</strong></h2>
<ol>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Please fill out the form below and upload your CV with a PDF format.</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong data-stringify-type="bold">We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote.</strong></span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">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.</span></li>
</ol>
<p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below. As an equal employment opportunity employer it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences and this data will help us to stay accountable. We thank you for providing this data, if you chose to.</span></p>
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<p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><em>Please note we accept applications on an ongoing basis. </em></span></p>
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What you'll do
- The Senior Customer Success Manager will develop a deep understanding of customer objectives and partner with them to create a strategic success plan. They will also take responsibility for the entire customer journey, focusing on client retention and expansion.
About Remote - Referral Board
Talent is everywhere. Opportunity is not. Remote's mission is to create opportunity everywhere, empowering employers to find and hire the best talent, and enabling individuals to build financial and personal freedom.
Remote is the all-in-one HR and payroll platform to find, hire, manage, and pay your entire team everywhere. Whether onboarding your first cross-border hire or scaling across continents, Remote delivers enterprise-grade compliance, intuitive design, and dedicated local expertise. With one platform for every contract, payslip, and regulation, Remote helps you grow without borders through our comprehensive set of core solutions including, HRIS, payroll, international employment, contractor management, and more.
Whether you’re just starting your global journey, or looking to optimize your existing operations, sign up or book a demo - and see how Remote makes global HR simple.
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Frequently Asked Questions
What does a Senior Customer Success Manager - MM/Ent - APAC do at Remote - Referral Board?
As a Senior Customer Success Manager - MM/Ent - APAC at Remote - Referral Board, you will: the Senior Customer Success Manager will develop a deep understanding of customer objectives and partner with them to create a strategic success plan. They will also take responsibility for the entire customer journey, focusing on client retention and expansion..
Is the Senior Customer Success Manager - MM/Ent - APAC position at Remote - Referral Board remote?
The Senior Customer Success Manager - MM/Ent - APAC position at Remote - Referral Board is based in Ciudad Juárez, Chihuahua, Mexico. Contact the company through Clera for specific work arrangement details.
How do I apply for the Senior Customer Success Manager - MM/Ent - APAC position at Remote - Referral Board?
You can apply for the Senior Customer Success Manager - MM/Ent - APAC position at Remote - Referral Boarddirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.