Customer Success Team Lead

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RemotePass

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

👥 HR Tech

☁️ SaaS

🤝 B2B

💰 $5.5M Series A - RemotePass on 2024-03

HR Tech • SaaS • B2B

RemotePass is a cloud-based platform that helps companies onboard, manage, and pay global and local workforces, including contractors, Employer of Record (EOR) employees, and direct hires. It streamlines HR, payroll, compliance, benefits, and expense management (including company-issued SpendCards) across 150+ countries, offers integrations with common HR and accounting tools, and provides security and compliance features like SOC2 and GDPR adherence. RemotePass positions itself as an all-in-one HR & payroll SaaS for businesses scaling internationally.

📋 Description

• Working alongside the Head of Customer Success, you will get to lead, coach, and support a team of Customer Success Managers to meet performance and growth targets. • Define team priorities and processes to ensure clients receive proactive, timely and strategic support. • Run regular 1:1s, feedback sessions to track individual performance. • Monitor and support the execution of client expansion strategies. • Help the team identify revenue opportunities and ensure consistent delivery against revenue targets. • Track and report key performance metrics. • Oversee the portfolio health of accounts managed by CSMs and support in planning risk mitigation strategies. • Support team to achieve targets for logo churn and revenue retention. • Create frameworks to help the team proactively address pain points before they escalate. • Improve team workflows to ensure consistency in onboarding, account management, and client communication. • Lead team capacity planning and ensure scalable coverage of a growing client base. • Support in the implementation of playbooks and best practices for client segmentation, and success planning. • Partner with the Head of Customer Success on team planning, strategy, and reporting. • Act as the operational bridge between CSMs and internal teams. • Communicate and track customer feedback and insights to inform product and service improvements.

🎯 Requirements

• 5+ years in Customer Success or a similar role, with 2+ years of team leadership. • Experience managing B2B clients in SaaS, HR-Tech, Fintech in a similar remote-first environment. • Strong understanding of customer lifecycle, account health management, and revenue expansion strategies. • Excellent leadership, communication, and coaching skills. • Analytical mindset and comfort working with KPIs and dashboards. • Proactive, solution-oriented, and highly organized.

🏖️ Benefits

• Be part of a fast-growing global company revolutionizing remote work management. • Collaborate with global clients and innovative teams. • Play a critical role in scaling a high-performing Customer Success function. • Work in a collaborative and inclusive environment that values innovation and creativity. • Remote-first environment with a strong culture of ownership and growth. • Competitive compensation, benefits, and opportunities for advancement.