- Experience
- 5+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 5 days ago
- Work mode
- Work from home
- Eligibility
- Professionals with at least 5 years of customer success or related experience, including 2+ years in leadership, and experience supporting B2B customers in SaaS, HR-tech, or fintech environments are a fit for this role.
- Resume
- Required to apply
Job description
Department
Customer Success
Reporting Manager
Head of Customer Success
About the company
RemotePass is a UAE-headquartered startup with a fully distributed team spanning more than 10 countries. The company is focused on making remote work easier by removing friction from accessing world-class talent and enabling people to work from anywhere. It is supported by a group of regional and international investors including 212VC, BECO Capital, Wamda Capital, Khawarizmi VC, Wealth Well, and Plug and Play.
Role overview
The company is looking for a Customer Success Team Lead to guide and strengthen a team of Customer Success Managers. The position plays a key part in helping the team create measurable customer value, drive product usage, and maintain strong account health. The lead will support performance management, team development, and delivery against growth, retention, and operational goals.
Key responsibilities
- Work with the Head of Customer Success to lead, coach, and enable a team of Customer Success Managers so they can consistently hit performance and growth goals.
- Set priorities and operating processes that help clients receive timely, proactive, and strategic support.
- Hold regular one-to-one meetings and feedback discussions to monitor individual progress and performance.
- Support the execution of account expansion plans and help identify opportunities for additional revenue.
- Track important performance indicators and share progress against revenue targets.
- Oversee account health across the CSM portfolio and help design mitigation plans for at-risk customers.
- Support the team in meeting churn and revenue retention objectives.
- Build frameworks that allow the team to address customer issues early before they become major problems.
- Improve workflows to bring more consistency to onboarding, account management, and customer communication.
- Manage capacity planning and help ensure the team can scale coverage as the customer base grows.
- Support the rollout of playbooks and best practices for segmentation and success planning.
- Partner with the Head of Customer Success on planning, strategy, and reporting.
- Serve as the operational link between Customer Success Managers and other internal teams.
- Capture and communicate customer feedback to support product and service improvements.
Requirements
- At least 5 years of experience in Customer Success or a similar role, including 2 or more years in a team leadership position.
- Background handling B2B clients in SaaS, HR-tech, or fintech, ideally within a remote-first setup.
- Strong grasp of the customer lifecycle, account health management, and strategies for revenue expansion.
- Solid leadership, communication, and coaching abilities.
- Comfort using KPIs and dashboards, with a strong analytical approach.
- Highly organized, proactive, and focused on finding solutions.
Benefits
- Join a fast-scaling global company that is helping redefine how remote work is managed.
- Work with international clients and forward-thinking teams.
- Contribute to the growth of a high-performing Customer Success organization.
- Be part of a collaborative, inclusive environment that encourages creativity and innovation.
- Enjoy a remote-first culture built around ownership and professional growth.
- Receive competitive pay, benefits, and advancement opportunities.
Location
Spain