Customer Success Manager
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Job Description
Customer Success Manager responsible for operational support and customer satisfaction for enterprise accounts at Remote People. Collaborating across functions to enhance customer experience.
Responsibilities:
- Ensure high levels of customer satisfaction by managing response times, NPS, and CSAT scores.
- Serve as the primary operational contact for designated enterprise customers, ensuring all service delivery components are executed effectively and meet agreed-upon service levels.
- Monitor and manage daily customer issues, triaging and coordinating resolution with internal teams to minimize impact and communicate updates clearly and promptly.
- Identify inefficiencies or pain points in customer-related processes and partner with internal stakeholders to recommend and implement improvements.
- Track and manage execution of customer deliverables, ensuring milestones, SLAs, and KPIs are consistently met across operational functions.
- Maintain and analyze key operational metrics related to account health, service delivery, support ticket trends, and usage patterns; provide actionable insights to internal teams and customers.
- Lead or support regular operational review calls with customers, providing updates on performance metrics, issue resolution, and process enhancements.
- Ensure all operational procedures and account-specific requirements are documented and followed in accordance with customer contracts and internal policies.
- Build and maintain strong relationships with mid-market and enterprise-level customers, acting as their primary point of contact and trusted advisor.
- Anticipate customer needs and proactively address potential issues, providing timely and effective solutions.
- Focus on customer retention and identify opportunities for account expansion, driving additional revenue growth.
- Work closely with sales, marketing, and product teams to align efforts and ensure a seamless customer experience.
Requirements:
- Bachelor’s degree in Business, Operations, or a related field.
- 3–5 years of experience in customer operations, in HR tech, or EOR industry.
- Proven success managing operational delivery for mid-market or enterprise clients in a B2B environment.
- Strong organizational and project management skills, with experience managing SLAs, KPIs, and cross-functional deliverables.
- Comfortable with process mapping, root cause analysis, and continuous improvement practices.
- Excellent communication and relationship management abilities; capable of leading customer facing conversations with confidence.
- Proficiency in CRM and project management tools (e.g., Salesforce, Asana, Notion, JIRA).
- Analytical mindset with the ability to extract insights from operational data.
- Comfortable working in a fast-paced, high-growth environment with a bias for action.
- Strong problem-solving skills and a proactive approach to customer support.
Benefits:
- A competitive salary
- An asynchronous working environment
- A "Remote-First" company environment (or Hybrid) - based on the nature of the job
- The ability to work from abroad for a short period of time
- Growth opportunities within the company
- We provide all new joiners with the necessary hardware to ensure you have the tools you need to succeed from day one
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