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 LATAM
• Start date: As soon as possible

Application process

• Take home test
• Interview with recruiter
• Interview with future manager
• Interview with Senior Director
• Bar Raiser Interview
• Prior employment verification check

This salary range is OTE. The role offers 80% base salary and 20% variable compensation (commission/bonus)

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.

The annual salary range for this full-time position is$37,300—$104,850 USDBenefits

Our 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 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!

How to apply

Please fill out the form below and upload your CV with a PDF format.

We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote.

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.

Not only do we encourage folks from all ethnic groups, genders, sexuality, age, abilities, disability status and any other under-represented group to apply, but we prioritize a sense of belonging. We have 4 ERGs (Women, Disability, Queer, Minorities in Tech) who meet regularly with the People team. During your interviews and beyond, we ask & encourage anybody who needs an accommodation to request one from their recruiter.

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.

At Remote, we embrace AI as a valuable tool while prioritizing human creativity and authenticity. We look forward to meeting candidates who balance innovation with genuine expertise and experience. To learn more about Remote's AI guidelines check see here.

Please note we accept applications on an ongoing basis.