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Pay Customer Success Manager, SMB

2 hours, 27 minutes ago
Europe
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 209

Description

  • Own renewals, churn mitigation, and core SMB post-sales motions end-to-end for a large book of business.
  • Drive onboarding, adoption, and Success Plans that turn customer goals into measurable milestones.
  • Maintain proactive customer and internal communication, including structured operating rhythms, agendas, follow-ups, and decision capture.
  • Identify churn signals early and run structured mitigation plans, escalating only when blockers are clear and the ask is explicit.
  • 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 source of truth with accurate notes, next steps, risk tags, and account updates.
  • Use approved playbooks, automation, and templates to manage cadence across a high-volume portfolio.
  • Prepare clear handovers for PTO and coverage and collaborate across Sales, Implementation, Support, Product, and Ops.
  • Use AI to draft customer communications, summarize meetings and case context, and structure risk summaries while validating facts before sending.

Requirements

  • Experience in CS/AM roles 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 system of record.
  • Ability to use AI as a human-in-the-loop assistant for preparation, synthesis, and drafting, with verification against source-of-truth documents.
  • Fluent English speaking and writing ability.
  • Prioritization of applications from EMEA for this role.
  • Availability to start as soon as possible.
  • Completion of a take-home test and multi-step interview process, including a prior employment verification check.

Benefits

  • Annual salary range of $37,300 to $83,900 USD.
  • OTE compensation structure with 80% base salary and 20% variable compensation.
  • Work from anywhere with a fully remote, async work environment.
  • Flexible paid time off and flexible working hours.
  • 16 weeks of paid parental leave.
  • Mental health support services.
  • Stock options.
  • Learning budget plus home office budget and IT equipment.

Interested in this position?

Apply directly on the company website

Apply Now

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