Customer Success Manager

Role Overview

• Own the health and retention of a defined portfolio of customers, ensuring consistent value realization and satisfaction.
• Partner cross-functionally (Support, Onboarding, Offboarding, Payroll, Finance and BOps etc.) to proactively resolve issues affecting client experience or employee experience.
• Develop and execute customer health and retention strategies, using data and feedback to anticipate risks and drive recovery plans.
• Maintain accurate and current records of customer health, sentiment, and engagement in HubSpot and the platform.
• Partner with Hiring Success Managers (HSMs) and clients to ensure that committed FTE hires under the MSA are activated efficiently and on time.
• Identify and remove operational blockers to speed up time-to-revenue and time-to-value.
• Provide feedback and insights to improve activation processes and onboarding experience.
• Identify strategic expansion opportunities across products, countries.
• Educate customers on new platform capabilities and complementary services (e.g., RemoVisa, RemoTech, RemoPlus).
• Influence buying decisions through trusted relationships and data-backed recommendations.
• Maintain a consultative approach, focusing on long-term customer success and retention-driven growth.
• Cultivate customer advocates by driving strong outcomes and satisfaction.
• Encourage positive public feedback (e.g., G2 reviews, case studies, testimonials).
• Partner with Marketing to spotlight success stories that elevate the RemoFirst brand.
• Act as a trusted advisor on global employment, providing clients with informed guidance on country-specific employment practices, supported by our internal resources and local expert network.
• Keep internal knowledge bases up to date with new learnings and regulatory changes.
• Stay informed about RemoFirst product releases to serve as a platform expert and communicate relevant updates to clients.
• Provide structured feedback from clients to XFN teams, to influence roadmap and service improvements.
• Contribute to CXG process optimization projects, documentation, and best practice development.
• Support cross-functional collaboration initiatives aimed at reducing ticket escalations and improving overall efficiency.

Requirements

• At least 3 years of experience in Account Management or Customer Success related roles, ideally in a SaaS platform business.
• At least 2 years of experience working in global HR, Payroll or Global Mobility.

Benefits

• Startup environment. RemoFirst is an early-stage start-up. You have a voice and can influence and grow rapidly.
• Build & Scale From Scratch. Experience hyper-growth scale and help us build a great team of professionals worldwide that can help us achieve this ambitious vision.
• Work for a Market Leader. Scale a project that counts market-leading companies like Microsoft, Mastercard, and more as happy customers.
• Compensation and perks are great! Competitive compensation. Top-of-the-range work equipment. 100% remote work. PTO regulated by local statutory.
• Culture. We lead with respect, kindness, and the right to fail. We value hard yet smart work. Diversity and inclusion are part of our DNA. As we grow and evolve, we welcome your input to help us define our culture further.