Senior Customer Success Manager (EST timezone)

About RemotePass

RemotePass is a UAE-based startup operating with a global remote workforce spread across more than 10 countries. Our mission is to become a premier enabler of remote work, simplifying access to excellent global talent. We have secured backing from notable regional and international investors including 212VC, BECO Capital, Wamda Capital, Khawarizmi VC, Wealth Well, and Plug & Play.

Role Overview

As we grow into the US market, we seek a dedicated Senior Customer Success Manager who will work Eastern Standard Time (EST) hours. This role is open globally provided candidates can overlap with EST working hours. The successful candidate will be responsible for cultivating and maintaining enduring relationships with our US customer base, ensuring they gain maximum benefit from RemotePass's platform.

Key Responsibilities

• Lead new clients smoothly through the onboarding process to ensure rapid adoption of our platform.
• Develop and sustain strategic partnerships with key customer stakeholders to support their goals.
• Act as the main liaison for customers, promptly addressing questions and resolving concerns.
• Continuously monitor customer account health and proactively engage to enhance and grow client relationships.
• Gather and analyze customer feedback to provide valuable insights for product enhancement.
• Champion retention initiatives and identify opportunities for upselling or cross-selling services.
• Work closely with Sales, Operations, Product, and Engineering to deliver outstanding customer experiences that drive growth and retention.
• Ensure customers fully realize the value of RemotePass solutions to support business growth and profitability.

Candidate Requirements

• Minimum 5 years’ experience in Customer Success, Account Management, or similar roles, preferably in EOR, HR-Tech, Payroll, or Global Employment platforms.
• Demonstrated ownership of the entire client lifecycle from onboarding to renewal and expansion.
• Excellent communication and interpersonal skills.
• Proven track record in cultivating strong customer relationships and enhancing satisfaction.
• Data-driven with the ability to extract and use insights for strategic decisions.
• Capable of handling multiple accounts and priorities in a dynamic work setting.
• Ability to work US Eastern Time zone hours irrespective of location.
• Experience in SaaS, HR, Payroll, or Global Employment software solutions is highly desirable.

Employee Benefits

• Join a rapidly scaling international company innovating in remote work management.
• Engage in a collaborative, inclusive workplace culture that encourages creativity and innovation.
• Avail opportunities for career advancement and skill development.
• Earn a competitive, uncapped variable commission directly linked to account growth.