Pay Customer Success Manager, SMB

Pay Customer Success Manager

Company: Remote
Location: EMEA (Priority), Fully Remote
Start Date: As soon as possible

About Remote:
Remote is revolutionizing global employment by enabling businesses of all sizes to recruit, pay, and manage international teams compliantly and with ease. Our core values drive us to tackle ambitious problems asynchronously, across six continents. With Innovation as a core value, we integrate Automation and AI into every role, encouraging team members to bring their diverse talents and experiences to build a best-in-class HR platform. If you are energetic, curious, motivated, and ambitious, join us and define the future of work!

What this job can offer you:
This is an exciting opportunity to join Remote's Customer Experience team as a Pay Customer Success Manager. You will own the full post-sales customer lifecycle for a high-volume SMB book across Payroll, EOR, and adjacent products. You will manage the standard post-sales motion end-to-end with high operational rigor, focusing on proactive engagement, adoption, and structured churn-risk management, while partnering closely with Sales on renewals and expansion signals.

Key Responsibilities:

• Accountability & Autonomy: Own renewals, churn mitigation, and core SMB motions end-to-end for a large book of business; escalate early with context without offloading ownership.
• Communication & Collaboration: Provide timely, clear customer and internal updates; run structured operating rhythms; align DRIs across Sales and required verticals, and close loops consistently.
• Customer Outcomes: Drive onboarding/adoption outcomes and Success Plans; translate customer goals into measurable milestones and track progress.
• Escalation & Risk Management: Identify churn signals early; run mitigation plans; escalate only when blockers are clear and the ask is explicit.
• Commercial Impact: Surface qualified upsell/cross-sell signals during QBRs and renewal conversations; document and route correctly to Sales/AMs.
• Operational Excellence: Maintain Vitally + Salesforce as the single source of truth (pulses, risk tags, notes, next steps) with zero reminders; produce clean handovers for PTO/coverage per SOPs.
• Scalability & Automation: Consistently use approved playbooks, automation, and templates to sustain cadence across a high-volume book; share practical learnings with the pod.
• AI Fluency: Use AI to draft customer comms, summarize meetings/case context, and structure risk summaries; verify facts and commitments; ship customer-ready outputs without added rework.

What you bring:

• Customer Success/Account Management experience in complex B2B SaaS (Payroll preferred) or comparable customer-facing ownership.
• Strong written communication and stakeholder management skills (agendas, follow-ups, decision capture).
• Ability to identify churn risk early and execute structured mitigation plans.
• Comfort coordinating across multiple teams and product lines (Sales, Implementation, Support, Product, Ops).
• Consistent CRM + Vitally hygiene as a system of record (SSOT).
• Proficiency in using AI as a human-in-the-loop assistant for preparation, synthesis, and drafting, validating against source-of-truth documents before sending any communications.
• Fluent English (written and spoken).

Practicals:

• Reporting to: Senior Manager, Pay & HCM Customer Success
• Team: Customer Success
• Location: Priority for EMEA applications, but all are welcome.

Application Process:

1. Take-home test
2. Interview with recruiter
3. Interview with future manager
4. Interview with Senior Director
5. Bar Raiser Interview
6. Prior employment verification check

Total Rewards:
Remote's Total Rewards philosophy ensures fair, unbiased compensation and equity pay, along with competitive benefits in all operating locations. We pay above in-location rates and aim to inspire other companies to support global talent hiring and bring local wealth to developing countries. Salary bands are determined by role, level, and location, considering geographic pay differentials. The actual base pay for the successful candidate will depend on factors such as location, skills, experience, training, business needs, and market demands.

• Annual Salary Range: $1—$3 USD (Note: This range appears to be a placeholder or error and should be verified).

Benefits & Perks:

• Work from anywhere.
• Flexible paid time off.
• Flexible working hours (async).
• 16 weeks paid parental leave.
• Mental health support services.
• Stock options.
• Learning budget.
• Home office budget & IT equipment.
• Budget for local in-person social events or co-working spaces.

How you'll plan your day (and life):
Work asynchronously at Remote, planning your schedule around your life. Default to action and take ownership. Life-work balance is important; prioritize yourself and your family. Apply now if this sounds like you!

How to apply:

1. Fill out the form below and upload your CV in PDF format.
2. Submit your application and CV in English.
3. If you don't have an up-to-date CV, you can submit a copy of your LinkedIn profile.

Applications are accepted on an ongoing basis.