Senior Customer Success Manager (North America)

RemotePass

2d•Remote

About The Position

As we expand into the US market, we are looking for a passionate Senior Customer Success Manager to join our growing team and help us build lasting relationships with our US customers. As a Senior Customer Success Manager, you will play a critical role in ensuring our customers achieve their goals using RemotePass's platform. You will act as a strategic advisor and advocate for our customers, helping them maximize the value of our services. With your expertise, you will foster strong partnerships and drive customer satisfaction, retention, and growth.

Requirements

5+ years of experience in a Customer Success, Account Management, or related role — ideally within EOR, HR-Tech, Payroll, or Global Employment platforms.
Proven experience owning the full client lifecycle (onboarding through renewal and expansion), not just a single stage of the customer journey.
Exceptional interpersonal and communication skills.
Proven ability to build strong customer relationships and drive customer satisfaction.
Analytical mindset with the ability to gather insights from data to make informed decisions.
Ability to manage multiple accounts and priorities in a fast-paced environment.
Comfortable working US Eastern Time (EST) hours, regardless of your physical location.

Nice To Haves

Experience in SaaS or HR/Payroll/Global Employment solutions is strongly preferred.

Responsibilities

Guide new customers through the onboarding process, ensuring a smooth transition and quick adoption of RemotePass.
Build and nurture strong connections with key stakeholders, acting as a trusted partner to help them achieve their goals.
Serve as the primary contact for customers, addressing inquiries and ensuring swift resolution of issues.
Monitor account health and engage customers to identify and implement opportunities for enhancement and growth.
Collect and analyze customer feedback to provide actionable insights that shape product development.
Drive customer loyalty and uncover opportunities for upselling or cross-selling RemotePass services.
Collaborate with Sales, Operations, Product, and Engineering teams to deliver an exceptional customer experience while supporting growth and retention objectives.
Foster business growth and profitability by ensuring customers realize the full value of RemotePass's services.