Pay Customer Success Manager, SMB

What you bring

• CS/AM experience in complex B2B SaaS (Payroll preferred) or comparable customer-facing ownership
• Strong written communication and stakeholder management (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 system of record (SSOT)
• Uses AI as a human-in-the-loop assistant for prep, synthesis, and drafting - validates against source-of-truth docs before sending any comms
• Writes and speaks fluent English.

Key Responsibilities 

• Accountability & autonomy - owns renewals, churn mitigation, and core SMB motions end-to-end for a large book of business; escalates early with context without offloading ownership
• Communication & collaboration - provides timely, clear customer and internal updates; runs structured operating rhythms; aligns DRIs across Sales and required verticals and closes loops consistently
• Customer outcomes - drives onboarding/adoption outcomes and Success Plans; translates customer goals into measurable milestones and tracks progress
• Escalation & risk management - identifies churn signals early; runs mitigation plans; escalates only when blockers are clear and the ask is explicit
• Commercial impact - surfaces qualified upsell/cross-sell signals (e.g., adjacent products where applicable) during QBRs and renewal conversations; documents and routes correctly to Sales/AMs
• Operational excellence - maintains Vitally + Salesforce as SSOT (pulses, risk tags, notes, next steps) with zero reminders; produces clean handovers for PTO/coverage per SOPs
• Scalability & automation - consistently uses approved playbooks, automation, and templates to sustain cadence across a high-volume book; shares practical learnings with the pod
• AI fluency - uses AI to draft customer comms, summarize meetings/case context, and structure risk summaries; verifies facts and commitments; ships customer-ready outputs without added rework

Practicals

• You'll report to: Senior Manager, Pay & HCM Customer Success
• Team: Customer Success
• Location: For this position we welcome everyone to apply, but we will prioritize applications from EMEA
• Start date: As soon as possible

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 

Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.

At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce. We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally.
Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change.
At Remote, we foster internal mobility as a key element of our culture of employee growth and development, supported by a compensation philosophy that guarantees pay equity and fairness. Therefore, all compensation changes associated with an internal move will be reviewed by the Total Rewards & People Enablement team on a case by case basis.

Benefits

• work from anywhere
• flexible paid time off
• flexible working hours (we are 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)

We work async at Remote which means you can plan your schedule around your life (and not around meetings). Read more at remote.com/async.

You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your life-work balance is important and you will be encouraged to put yourself and your family first, and fit work around your needs.

If that sounds like something you want, apply now!

1. Please fill out the form below and upload your CV with a PDF format.
2. We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote.
3. If you don’t have an up to date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead.

We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below. As an equal employment opportunity employer it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences and this data will help us to stay accountable. We thank you for providing this data, if you chose to.

Please note we accept applications on an ongoing basis.