• Manage a portfolio of customers across the lifecycle (post-implementation to renewal and expansion) • Meet and exceed overall customer gross and net retention goals with assigned customers • Contribute to retention and identify opportunities for growth within your portfolio • Support renewal and expansion conversations in collaboration with Sales, Services and Renewals teams • Act as the voice of the customer internally and ensure feedback is shared across teams • Execute 1:many customer engagement programs (e.g., webinars, office hours, onboarding and adoption journeys) • Support development of repeatable playbooks and scaled engagement models • Contribute to scalable onboarding, adoption, and retention initiatives across customer segments • Use CRM and Customer Success Platform to manage customer activity and priority actions • Analyze customer data to identify trends, risks, and opportunities • Leverage templates, automations, and campaigns to improve efficiency and consistency • Suggest improvements to processes, programs, and ways of working that positively impacts customer experiences

Role Description 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. - Manage the entire post-sale customer journey—from the initial onboarding phase to an established partnership. - Educate clients on product functionality and support them with any questions that might arise. - Collaborate with Sales to align on customer expectations. - Monitor account health to proactively prevent churn and manage escalations. - Identify valuable upselling and cross-selling opportunities. - Share direct customer feedback to continually improve team processes. Qualifications - Demonstrated experience as a Customer Success Manager. - Fluent written and spoken English. - Well-structured communication skills in speaking & writing. Requirements - Accountability & Autonomy: Operates autonomously in all routine situations. - Omnichannel & Async Communication: Interacts with clients daily via asynchronous tools. - Customer Outcomes (Retention & Growth): Focuses on proactive churn prevention and high account retention. - Commercial & Revenue Impact: Directly drives Remote’s retention and revenue stability. - Operational Excellence & Vitally Mastery: Implements structured routines to monitor customer health. - Cross-Vertical Team Impact: Collaborates closely with internal verticals. - Operational Innovation & AI Adoption: Maximizes daily throughput and efficiency by adopting approved automation and AI tools. Benefits - Work from anywhere. - Flexible paid time off. - Flexible working hours (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.

• Act as a trusted advisor and advocate for our customers, building strong relationships to ensure retention and high-quality service delivery. • Manage the entire post-sale customer journey—from the initial onboarding phase to an established partnership. • 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. • Share direct customer feedback to continually improve our team processes.

Role Description As a Customer Success Manager (CSM), you will play a crucial role in ensuring our customers achieve success with our products or services. You will be the primary point of contact for our customers, responsible for building strong relationships, understanding their needs, and guiding them towards maximizing the value they receive from our offerings. Your focus will be on proactive engagement, support, and advocacy, with the ultimate goal of driving customer satisfaction, retention, and growth. - Customer Relationship Management: Develop and maintain strong, trust-based relationships with key stakeholders within customer organizations. - Onboarding and Adoption: Lead the onboarding process for new customers, ensuring they have a smooth transition and understand how to effectively use our products or services to achieve their goals. - Product Education and Training: Provide comprehensive training and support resources to customers, enabling them to leverage our offerings to their full potential. - Customer Advocacy: Serve as the voice of the customer within our organization, advocating for their needs, requirements, and feedback to relevant teams. - Retention and Expansion: Proactively monitor customer health metrics and intervene as needed to address any issues or concerns, with the aim of driving customer retention and identifying opportunities for upselling or cross-selling. - Customer Feedback and Insights: Gather, analyze, and report on customer feedback and usage data to inform product development, marketing strategies, and overall customer success initiatives. - Renewals and Contract Negotiations: Work closely with the sales team to ensure successful renewals, as well as to identify opportunities for contract expansion or additional sales. - Customer Success Planning: Develop and execute tailored success plans for each customer, outlining key milestones, objectives, and strategies for achieving success. - Escalation Management: Serve as the point of contact for resolving escalated customer issues, working closely with internal teams to ensure timely resolution. - Continuous Improvement: Stay informed about industry trends, best practices, and competitor offerings to continuously enhance our customer success processes and strategies. - Conduct Business Reviews: Hold regular review meetings with key customer stakeholders. Qualifications - Bachelor’s degree or equivalent experience. - Proven experience in a customer-facing role, preferably in customer success, account management, or sales. - Strong communication, interpersonal, and negotiation skills, with the ability to build rapport and trust with diverse stakeholders. - Excellent problem-solving and analytical abilities, with a keen attention to detail. - Proficiency in Microsoft Office tools. - Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities. - Passion for customer success and a genuine desire to help customers achieve their goals. - Nice to have: Experience in test equipment, calibration and repair industry. Experience in electronics manufacturing or relatable industries will also be a plus. Company Description