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Pay Customer Success Manager, SMB

1 month, 2 weeks ago
Remote
Full-time
Senior
Customer Success Manager
Customer and Technical Support
CRM Salesforce
Apply Now
Remote

Remote

Global HR Solutions & Employment Tools for Distributed Teams | Remote Hire international talent in minutes. Remote is the most disruptive global payroll, tax, HR and compliance solution for distributed teams. The easier way to employ internationally 🌍....

Professional Services
251-1K
Founded 2019
$496M raised
View All Jobs 46

Description

  • Own renewals, churn mitigation, and core SMB customer success motions end to end for a large book of business.
  • Manage proactive customer engagement, adoption, and structured churn-risk mitigation across the post-sales lifecycle.
  • Drive onboarding and adoption outcomes by translating customer goals into measurable Success Plans and milestones.
  • Coordinate clear internal and customer communication, including operating rhythms, updates, agendas, follow-ups, and decision capture.
  • Identify early churn signals, run mitigation plans, and escalate blockers with clear context and explicit asks when needed.
  • Surface qualified upsell and cross-sell opportunities during QBRs and renewal conversations and route them to Sales or AMs.
  • Maintain Vitally and Salesforce as the system of record with accurate notes, pulses, risk tags, next steps, and handoffs.
  • Use approved playbooks, automation, and templates to support scalable execution across a high-volume book.
  • Leverage AI to draft communications, summarize meetings and case context, and structure risk summaries while validating facts before sending.
  • Partner closely with Sales, Implementation, Support, Product, and Ops to align ownership and close loops.

Requirements

  • CS/AM experience in complex B2B SaaS, with payroll experience preferred, or comparable customer-facing ownership.
  • Strong written communication and stakeholder management skills, including agendas, follow-ups, and decision capture.
  • Ability to identify churn risk early and execute structured mitigation plans.
  • Comfort coordinating across multiple teams and product lines, including Sales, Implementation, Support, Product, and Ops.
  • Consistent CRM and Vitally hygiene as the single source of truth.
  • Ability to use AI as a human-in-the-loop assistant for prep, synthesis, and drafting, with fact-checking against source documents before sending communications.
  • Fluent written and spoken English.
  • Experience managing renewals, adoption, and customer outcomes in a high-volume environment.
  • Prior employment verification is part of the application process.
  • Location preference for AMER applicants, though applications are open globally.

Benefits

  • Annual salary range of $37,300 to $83,900 USD.
  • Work from anywhere in a fully remote environment.
  • Flexible paid time off.
  • Flexible working hours with an async work culture.
  • 16 weeks of paid parental leave.
  • Mental health support services.
  • Stock options.
  • Learning budget.
  • Home office budget and IT equipment.
  • Budget for local in-person social events or co-working spaces.

Interested in this position?

Apply directly on the company website

Apply Now

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