Remote - Referral Board
Pay Customer Success Manager, SMB
Remote-AMER · Full-time
Sponsorship not specified$37k-$84kDetected 47 days ago
Computer VisionStakeholder ManagementSalesforceCRMCompensationCustomer SuccessCadenceCommunicationCollaboration
About the role
- About Remote Remote is solving modern organizations' biggest challenge - navigating global employment compliantly with ease.
- 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.
Responsibilities
- Accountability & autonomy - owns renewals, churn mitigation, and core SMB motions end-to-end for a large book of business
- Customer outcomes - drives onboarding/adoption outcomes and Success Plans
- documents and routes correctly to Sales/AMs
- Operational excellence - maintains Vitally + Salesforce as SSOT (pulses, risk tags, notes, next steps) with zero reminders
- Accountability & autonomy - owns renewals, churn mitigation, and core SMB motions end-to-end for a large book of business; escalates early with context without offloading ownership
- Customer outcomes - drives onboarding/adoption outcomes and Success Plans; translates customer goals into measurable milestones and tracks progress
- Commercial impact - surfaces qualified upsell/cross-sell signals (e.g., adjacent products where applicable) during QBRs and renewal conversations; documents and routes correctly to Sales/AMs
Requirements
- Ability to identify churn risk early and execute structured mitigation plans
- aligns DRIs across Sales and required verticals and closes loops consistently
- Strong written communication and stakeholder management (agendas, follow-ups, decision capture)
- Comfort coordinating across multiple teams and product lines (Sales, Implementation, Support, Product, Ops)
- Consistent CRM + Vitally hygiene as system of record (SSOT)
- Uses AI as a human-in-the-loop assistant for prep, synthesis, and drafting - validates against source-of-truth docs before sending any comms
- Writes and speaks fluent English.
Nice to have
- CS/AM experience in complex B2B SaaS (Payroll preferred) or comparable customer-facing ownership
Compensation
- Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate.
Benefits
- As a global company, each country works differently, but some benefits/perks are for all
- flexible paid time off
- flexible working hours (we are async )
- 16 weeks paid parental leave
- mental health support services
- learning budget
- home office budget & IT equipment
- Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate.
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