[Hiring] Senior Customer Success Manager @Remote - Referral Board

Role Description

This is an exciting time to join Remote and make a personal difference in the global employment space as a Senior MM/Ent. Customer Success Manager, as part of our Customer Experience team. As a senior member of the team, you will:

• 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.
• Be the trusted business partner for complex and/or enterprise-type opportunities to help address customer business goals and requirements.
• 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.
• Identify and drive strategic initiatives to further develop and enhance the Customer Success capabilities, resources, and impact on revenue, particularly focused on value-based, consultative sales.
• Build and deepen cross-functional relationships across Remote, particularly with Product, Sales, Marketing, and Solutions Consultant teams to improve alignment and impact.
• Share learning and drive development and enablement opportunities within the Customer Success team.
• Take an active role in coaching and mentoring for junior members of the Customer Success team.

Qualifications

• Proven track record as a Senior/Enterprise CSM.
• Experience managing complex large clients (50+ employees) autonomously.
• Strong communication/presentation skills, displaying strong leadership and confidence in all levels of customer engagement/situations.
• Ability to understand business requirements and technical problems and help them with best practices and the right next action.
• Functional knowledge of Remote service and our platforms.
• Proven track record of building relationships with senior customer executives in enterprise or strategic accounts.
• Experience in managing different levels of leadership team engagement on a regular basis.
• Identify new opportunities: up-sell, cross-sell, additional training.
• Effective communicator both externally (with clients) and internally, with Product, Sales, Operational & Support Teams.
• Experience mentoring new team members.
• Fluent written and spoken English, and well-structured communication skills in speaking & 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.

Requirements

• Develop a deep understanding of the customer's business and technical objectives, partner with them to build a strategic joint success plan with identified objectives, milestones, and measurable KPIs to achieve the outcomes.
• Take responsibility for the entire customer journey, grow them into long-term partners, and own client retention & expansion.
• Identify upselling & cross-selling opportunities, manage campaigns and product promotion, and introduce new features to our clients.
• Apply domain/technical knowledge of Remote platform, best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer’s success plan.
• Partner with customer-facing account teams and executives (sales, support, professional services, engineering, product, and partners) on overall platform success.
• Accelerate customer’s P2V (Purchase to Value) journey and thereby help to protect recurring renewal revenue and expand customer NRR (Net Retention Rate).
• Engage regularly and develop deep relationships with customer stakeholders including business and technical teams.
• Coordinate small customer projects.
• Maintain knowledge of market trends and competitive insights and act as Remote evangelist with customers, partners, and ecosystem communities.

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.