Senior Customer Success Manager - MM/Ent - APAC Closed

How we work

We love working async 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.

The position

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 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

• 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, in particular 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

Requirements

• Proven track record as a Senior/Enterprise CSM.
• Experience managing complex large clients (50+ employees) autonomously.
• This role requires strong communication/presentation skills, as well as displaying strong leadership and confidence in all levels of customer engagement/situations.
• 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.
• 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.
• 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.
• It's not required to have experience working remotely, but considered a plus.

Key responsibilities

• 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.
• Identifying upselling & cross-selling opportunities, and managing campaigns and product promotion, as well as introducing 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.
• Fluent written and spoken English, and well structured communication skills in speaking, presenting & 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.

Practicals

• You'll report to: Manager of CS
• Team: Customer Success
• Location: APAC
• Start date: As soon as possible

Application process

1. (async) Profile review
2. (async) Take home test
3. Interview with recruiter
4. Interview with manager & peer
5. Interview with Director of CS
6. Bar Raiser Interview
7. Prior employment verification check 
8. (async) Offer

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).