Scaled Customer Success Manager - EMEA
Portugal / Poland / Ukraine / Spain / Egypt / Croatia / Lithuania / Kosovo / Montenegro / Romania / South Africa / NigeriaFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 2+ years of experience
- Required Skills
- CollaborationTime ManagementAccount ManagementEmpathyStrategic thinkingCustomer supportCustomer SuccessSaaS
Requirements
- 2+ years of experience in Account Management, Customer Support/Customer Success related roles, ideally in a SaaS platform business.
- Experience working in global HR, Payroll or Global Mobility.
- Clear communication and strategic thinking, as we’re working with many people from all over the world, it’s important for us to communicate, quickly adapt and relay information in different ways.
- Time Management.
- Collaboration: we love to work together with all sorts of different people in all sorts of different places. Everyone’s opinion matters to get the job done.
- Independence and autonomy: as we work, we’re naturally independent. As much as we’re connected, you will also need to use your own initiative to solve problems and get answers; this also means reaching out to us to get help or confirm a solution.
- Empathy: you need excellent people skills to connect and motivate yourself and others around you. You will use your empathic abilities to handle all sorts of conversations with multiple audiences.
- Motivation: we want our team to be passionate about our mission; we are looking for someone who enjoys the hunt and wants consistently exceeds the quota. Someone who is driven to win will be very successful in the role of a Senior Account Executive.
Responsibilities
- Own the health and retention of a defined portfolio of customers, ensuring consistent value realization and satisfaction.
- Partner cross-functionally (Support, Onboarding, Offboarding, Payroll, Finance and BOps etc.) to proactively resolve issues affecting client experience or employee experience
- Develop and execute customer health and retention strategies, using data and feedback to anticipate risks and drive recovery plans.
- Maintain accurate and current records of customer health, sentiment, and engagement in HubSpot and the platform.
- Partner with Hiring Success Managers (HSMs) and clients to ensure that committed FTE hires under the MSA are activated efficiently and on time.
- Identify and remove operational blockers to speed up time-to-revenue and time-to-value.
- Identify strategic expansion opportunities across products, countries.
- Educate customers on new platform capabilities and complementary services (e.g., RemoVisa, RemoTech, RemoPlus).
- Cultivate customer advocates by driving strong outcomes and satisfaction.
- Act as a trusted advisor on global employment, providing clients with informed guidance on country-specific employment practices.
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