About this Customer Success Manager, SMB - EMEA role at Remote - Referral Board
About Remote
With Innovation as one of the 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.
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, SMB, 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 setting and achieving regular operational reviews, 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.
- High-Volume Adaptability & Resilience: Maintains steady, high-quality execution across a large book of business (50+ accounts), adapting quickly to changes in processes or tools while sustaining a consistent operational cadence.
- Accountability & Autonomy: Independently owns churn mitigation and core SMB success motions end-to-end, proactively escalating complex issues early with full context rather than offloading ownership.
- Commercial Impact & Expansion Execution: Drives reliable business outcomes by surfacing qualified expansion and cross-sell opportunities during QBRs, correctly documenting and routing them to Sales.
- Proactive Problem Solving: Runs standard playbooks with strong operational rigor, successfully turning sudden churn risks into structured, actionable mitigation plans.
- Cross-Functional Communication & Collaboration: Delivers timely, clear customer and internal communications, partnering closely with Sales and required verticals to keep all cross-functional DRIs aligned.
- Operational Innovation & AI Adoption: Maximizes daily throughput and efficiency by adopting approved automation and AI tools for account planning, customer communications, and documentation.
- Data & System Hygiene: Demonstrates strong fundamentals across the entire SMB lifecycle (onboarding, operational reviews, renewals), while keeping Vitally and CRM data consistently clean as the Single Source of Truth (SSOT).
- Customer Trust & Emotional Intelligence: Builds deep trust as a consistent, dependable advisor, converting direct customer feedback into concrete actions that measurably improve the client experience.
- Leadership & Knowledge Sharing: Contributes visibly to team culture through active knowledge sharing and pod-level initiatives, demonstrating strong ownership without requiring close management.
- 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
- (async) Profile review
- (async) Written test
- Interview with recruiter
- Interview with manager
- Interview with Sr. Director of CS
- (async) Offer
- Reference emails
Important:
Due to high applicant volumes, we might take a bit longer to get back to you. Please be patient with us. Thank you!
Application process
- (async) Profile review
- (async) Written test
- Interview with recruiter
- Interview with Hiring Manager
- Team Interview
- Executive Interview
- Bar Raiser Interview
- Prior employment verification check
Please note the salary range shared below is OTE. The role offers 80% base salary and 20% variable compensation (commission/bonus).
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 first glance our salary bands seem quite wide - here is some context. 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 we 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. The base salary range may be subject to change.
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.
Benefits
- 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
- Please fill out the form below and upload your CV with a PDF format.
- We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote.
- 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 chose to.
Please note we accept applications on an ongoing basis.
