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This is an exciting time to join Remote and make a personal difference in the global employment space as a Senior Mid-Market/Enterprise Customer Success Manager within our Customer Experience team. In this high-impact role, you will accelerate revenue acquisition and expansion by delivering value-based consultations and tailored product demonstrations that show exactly how prospective and current clients can achieve their goals.Serving as a trusted business partner for complex, enterprise-level opportunities, you will leverage your deep subject matter expertise on Remote’s offerings and global workforce trends to consistently create thought leadership collateral.You will identify and spearhead strategic initiatives to enhance the team's capabilities, particularly focused on consultative sales, while building strong cross-functional relationships with Product, Sales, Marketing, and Solutions Consultant teams to maximize organizational alignment.Finally, you will raise the bar for the wider Customer Success organization by leading development and enablement opportunities, sharing key learnings, and taking an active role in coaching and mentoring junior team members.Role ExpectationsExtensive experience as a Senior CSM.Autonomous Risk Anticipation: Anticipates portfolio risks early and adjusts strategic plans without manager intervention, keeping stakeholders aligned through change while maintaining high performance across complex books of business.Solution-Oriented Account Ownership: Drives retention and expansion outcomes with minimal oversight, owning end-to-end mitigation and account plans rather than just tasks, and proactively escalating complex issues with proposed solutions already in hand.Strategic Communication & Peer Mentorship: Communicates with strategic depth to align cross-functional DRIs early, while actively mentoring peers on customer communication, stakeholder management, and disciplined follow-up.Root-Cause Diagnosis & Rework Reduction: Diagnoses underlying portfolio friction early to build repeatable account plans, driving cross-functional execution for complex scenarios and significantly reducing rework through disciplined attention to detail.Proactive Boundary Setting & Values Leadership: Balances empathy with firmness to navigate tough customer conversations proactively, while coaching peers and modeling values-based behavior both internally and externally.Scalable AI Adoption & Product Expansion: Builds and shares repeatable AI and automation workflows that measurably increase team efficiency, while proactively driving multi-product adoption through structured planning.High-Impact Retention & Execution Quality: Reliably delivers superior retention and expansion outcomes, raising the bar for the wider team's documentation and execution quality through visible team initiatives.Fluent written and spoken English, and well structured communication skills in speaking & writing.PracticalsYou'll report to: Manager, Customer SuccessTeam: [Customer Success] - [Core Customer Success]Location: AMERStart date: As soon as possibleBenefitsOur full benefits & perks are explained in our handbook at remote.com/r/benefits. As a global company, each country works differently, but some benefits/perks are for all Remoters:work from anywhereflexible paid time offflexible working hours (we are async)16 weeks paid parental leavebudget towards co-working spaces, learning and wellness (including gym memberships)mental health support servicesstock optionshome office budget & IT equipmentHow 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!
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