Remote CSM Growth Role at Remote.com - EMEA — Columbus

About Remote

Remote is solving modern organizations' biggest challenge – navigating global employment compliantly with ease. We make it possible for businesses of all sizes to recruit, pay, and manage international teams. With our core values at heart and a future-focused work culture, our team works tirelessly on ambitious problems, asynchronously, around the world. You can find Remoters working from 6 different continents (Antarctica left to go!) and all of our positions are fully remote.

With Innovation as one of our core values, we have built Automation and AI capabilities into the requirements for every role. We encourage every member of the Remote team to bring their talents, experiences, and culture to the table to help us build the best-in-class HR platform.

If you are energetic, curious, motivated, and ambitious, be part of our world. Apply now and define the future of work!

The Position

This is an exciting time to join Remote and make a personal difference in the global employment space as a Customer Success Manager, Growth, within our Customer Experience team. In this role, you will act as a trusted advisor and advocate for our customers, building strong relationships to ensure retention and high-quality service delivery.

You will manage the entire post-sale customer journey—from the initial onboarding phase to an established partnership—by educating clients on product functionality and supporting them with any questions that might arise.

Additionally, you will collaborate with Sales to align on customer expectations, monitor account health to proactively prevent churn and manage escalations, and identify valuable upselling and cross-selling opportunities. As a key link between our clients and internal operations, you will also share direct customer feedback to continually improve our team processes.

Role Expectations

• Demonstrated experience as a Customer Success Manager.
• Accountability & Autonomy: Operates autonomously in all routine situations—including daily client contact, managing internal requests, product feedback loops, and vertical alignment—while leveraging leadership guidance for executive escalations, action plans, and complex stakeholder disputes.
• Omnichannel & Async Communication: Interacts with clients daily via asynchronous tools (Vitally, Zendesk, Loom) to provide a delightful customer experience, shifting to live calls primarily for specific strategic triggers such as expansion, escalations, or retention rather than regular standing meetings.
• Customer Outcomes (Retention & Growth): Focuses on proactive churn prevention, high account retention, and accelerating portfolio growth through the consistent and disciplined execution of defined customer success playbooks.
• Commercial & Revenue Impact: Directly drives Remote's retention and revenue stability by building strong customer relationships and executing data-driven client management strategies.
• Operational Excellence & Vitally Mastery: Implements structured routines to monitor customer health within Vitally as the Single Source of Truth (SSOT), leveraging built-in automations to proactively reach out, provide targeted help, and resolve concerns.
• Cross-Vertical Team Impact: Collaborates closely with internal verticals to ensure accurate expectations are set with customers, seamlessly translating client interactions into clear, actionable requests using internal systems like Kissflow and Zendesk.
• Operational Innovation & AI Adoption: Maximizes daily throughput and efficiency by adopting approved automation and AI tools for account planning, customer communications, and documentation.
• Fluent written and spoken English, and well-structured communication skills in speaking & writing.

Practicals

• You'll report to: Manager, Customer Success
• Team: Customer Experience
• Location: EMEA
• Start date: As soon as possible

Hiring Process

1. (async) Profile review
2. (async) Written test
3. Interview with recruiter
4. Interview with manager
5. Interview with Sr. Director of CS
6. Prior employment verification check
7. Offer

Important: Due to high applicant volumes, we might take a bit longer to get back to you. Please be patient with us. Thank you!

Please note the total compensation shared below is base salary + variable (OTE 80/20).

Compensation

Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.

At Remote we have international operations and a globally distributed workforce. We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while hiring globally. Our salary ranges are determined by role, level, and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands.

At Remote, we foster internal mobility as a key element of our culture of employee growth and development, supported by a compensation philosophy that guarantees pay equity and fairness. Therefore, all compensation changes associated with an internal move will be reviewed by the Total Rewards & People Enablement team on a case by case basis.

The annual salary range for this full-time position is $37,300 – $83,900 USD.

Benefits

Our full benefits & perks are explained in our handbook at remote.com/r/benefits. As a global company, each country works differently, but some benefits/perks are for all Remoters:

• Work from anywhere
• Flexible paid time off
• Flexible working hours (we are async)
• 16 weeks paid parental leave
• Mental health support services
• Stock options
• Learning budget
• Home office budget & IT equipment
• Budget for local in-person social events or co-working spaces

How You'll Plan Your Day (and Life)

We work async at Remote, which means you can plan your schedule around your life (and not around meetings). Read more at remote.com/async.

You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your life-work balance is important and you will be encouraged to put yourself and your family first, and fit work around your needs.

If that sounds like something you want, apply now!

How to Apply

1. Please fill out the form below and upload your CV in PDF format.
2. We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote.
3. If you don't have an up-to-date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead.

We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below. As an equal employment opportunity employer it's important to us that our workforce reflects people of all backgrounds, identities, and experiences and this data will help us to stay accountable. We thank you for providing this data, if you choose to.

Please note we accept applications on an ongoing basis.