This is an exciting time to join Remote and make a personal difference in the global employment space as a Senior Mid-Market/Enterprise Customer Success Manager within our Customer Experience team. In this high-impact role, you will accelerate revenue acquisition and expansion by delivering value-based consultations and tailored product demonstrations that show exactly how prospective and current clients can achieve their goals.
Serving as a trusted business partner for complex, enterprise-level opportunities, you will leverage your deep subject matter expertise on Remote’s offerings and general workforce trends to consistently create thought leadership collateral.
You will identify and spearhead strategic initiatives to enhance the team's capabilities, particularly focused on consultative sales, while building strong cross-functional relationships with Product, Sales, Marketing, and Solutions Consultant teams to maximize organizational alignment.
Finally,
you will raise the bar for the wider Customer Success organization by leading development and enablement opportunities, sharing key learnings, and taking an active role in coaching and mentoring junior team members.
Role Expectations
• Extensive experience as a Senior CSM.
• Autonomous Risk Anticipation: Anticipates portfolio risks early and adjusts strategic plans without manager intervention, keeping stakeholders aligned through change while maintaining high performance across complex books of business.
• Solution-Oriented Account Ownership: Drives retention and expansion outcomes with minimal oversight, owning end-to-end mitigation and account plans rather than just tasks, and proactively escalating complex issues with proposed solutions already in hand.
• Strategic Communication & Peer Mentorship: Communicates with strategic depth to align cross-functional DRIs early, while actively mentoring peers on customer communication, stakeholder management, and disciplined follow-up.
• Root-Cause Diag