Senior Customer Success Manager (North America)

RemotePass is a UAE-based startup that aims to become a leading remote work enabler. They are seeking a passionate Senior Customer Success Manager to build lasting relationships with US customers and ensure they achieve their goals using RemotePass's platform.

Responsibilities:

• Seamless Onboarding: Guide new customers through the onboarding process, ensuring a smooth transition and quick adoption of RemotePass
• Strategic Relationship Management: Build and nurture strong connections with key stakeholders, acting as a trusted partner to help them achieve their goals
• Customer Advocacy: Serve as the primary contact for customers, addressing inquiries and ensuring swift resolution of issues
• Proactive Account Management: Monitor account health and engage customers to identify and implement opportunities for enhancement and growth
• Insight-Driven Feedback: Collect and analyze customer feedback to provide actionable insights that shape product development
• Retention and Growth Leadership: Drive customer loyalty and uncover opportunities for upselling or cross-selling RemotePass services
• Cross-department Collaboration: Collaborate with Sales, Operations, Product, and Engineering teams to deliver an exceptional customer experience while supporting growth and retention objectives
• Value Optimization: Foster business growth and profitability by ensuring customers realize the full value of RemotePass's services

Requirements:

• 5+ years of experience in a Customer Success, Account Management, or related role — ideally within EOR, HR-Tech, Payroll, or Global Employment platforms
• Proven experience owning the full client lifecycle (onboarding through renewal and expansion), not just a single stage of the customer journey
• Exceptional interpersonal and communication skills
• Proven ability to build strong customer relationships and drive customer satisfaction
• Analytical mindset with the ability to gather insights from data to make informed decisions
• Ability to manage multiple accounts and priorities in a fast-paced environment
• Comfortable working US Eastern Time (EST) hours, regardless of your physical location
• Experience in SaaS or HR/Payroll/Global Employment solutions is strongly preferred