Customer Success Manager, SMB - EMEA

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 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 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 consistent.