- Experience
- 5+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 2 weeks ago
- Work mode
- Work from home
- Eligibility
- Professionals with a background in Customer Success or a similar client-facing leadership role, especially those who have managed B2B accounts in SaaS, HR-Tech, or Fintech and can work effectively in a remote-first setup.
- Resume
- Required to apply
Job description
About the Company
RemotePass is a UAE-headquartered startup built for distributed work, with a fully remote team spanning more than 10 countries. The company’s mission is to make access to top-tier talent simpler and to help people work from anywhere, at any time. It is supported by several well-known regional and international investors, including 212VC, BECO Capital, Wamda Capital, Khawarizmi VC, Wealth Well, and Plug & Play.
Role Summary
The company is looking for a Customer Success Team Lead to guide and strengthen its Customer Success Managers. In this position, you will help ensure customers receive clear value, adopt the product effectively, and maintain strong account health. The role focuses on team performance, capability building, retention, growth, and operational execution.
Key Responsibilities
- Work closely with the Head of Customer Success to lead, mentor, and support Customer Success Managers in achieving growth and performance goals.
- Set priorities and establish processes that enable customers to receive timely, proactive, and strategic support.
- Conduct regular one-on-one meetings and feedback discussions to monitor individual progress and performance.
- Support the team in driving client expansion initiatives and identifying opportunities for additional revenue.
- Help maintain steady progress toward revenue goals and ensure performance is measured through the right metrics.
- Review account health across the portfolio and assist in creating mitigation plans for at-risk customers.
- Support efforts to reduce logo churn and improve revenue retention.
- Build practical frameworks that help the team resolve customer issues before they escalate.
- Strengthen workflows to bring consistency to onboarding, account management, and client communication.
- Support capacity planning so the team can scale effectively as the client base grows.
- Help implement 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 customer feedback and insights and share them to support product and service improvements.
Requirements
- At least 5 years of experience in Customer Success or a closely related function, including a minimum of 2 years in a team leadership role.
- Background in managing B2B customers in SaaS, HR-Tech, or Fintech, ideally within a remote-first environment.
- Strong grasp of the customer lifecycle, account health management, and revenue expansion methods.
- Proven leadership, coaching, and communication abilities.
- Comfort working with KPIs, dashboards, and performance data.
- Highly organized, proactive, and focused on finding practical solutions.
Benefits
- Join a fast-growing international business that is reshaping how remote work is managed.
- Work with global clients and forward-thinking teams.
- Contribute directly to building a strong Customer Success organization.
- Be part of a collaborative, inclusive culture that encourages innovation and creativity.
- Enjoy a remote-first setup with a strong emphasis on ownership and professional growth.
- Receive competitive pay, benefits, and room for career progression.
Additional Information
Department: Customer Success
Reporting to: Head of Customer Success
Work location: Poland, remote.