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RemotePass

About RemotePass
 We are a UAE-based startup working remotely from all over the world. Our team is diversified and spread across 20+ different countries. We aspire to become a leading remote work enabler that simplifies access to world-class talent. We believe that anyone should be able to work anytime, anywhere.
 
We are backed by world-class regional & international investors: BECO Capital, Wamda Capital, Khawarizmi VC, Wealth Well, Falt6Labs, and Plug & Play.
 
Role Overview
 As we expand, we are seeking a talented Customer Success Team Lead to support and elevate
 our team of Customer Success Managers (CSMs). This role is pivotal in ensuring CSMs deliver
 measurable value to our clients, maximise product adoption, and maintain excellent account
 health. As a CSM Team Lead, you will be responsible for driving performance, supporting team
 development, and ensuring alignment with key business objectives across growth, retention, and
 operational success.
 
Key Responsibilities: 
Team Leadership & Performance Management
 <ul>
<li>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.</li>
<li>Define team priorities and processes to ensure clients receive proactive, timely and strategic support.</li>
<li>Run regular 1:1s, feedback sessions to track individual performance.</li>
</ul>
Revenue Growth & Product Adoption
 <ul>
<li>Monitor and support the execution of client expansion strategies.</li>
<li>Help the team identify revenue opportunities and ensure consistent delivery against revenue targets.</li>
<li>Track and report key performance metrics.</li>
</ul>
Client Retention & Account Health
 <ul>
<li>Oversee the portfolio health of accounts managed by CSMs and support in planning risk mitigation strategies.</li>
<li>Support team to achieve targets for logo churn and revenue retention.</li>
<li>Create frameworks to help the team proactively address pain points before they escalate.</li>
</ul>
Process Optimization & Efficiency
 <ul>
<li>Improve team workflows to ensure consistency in onboarding, account management, and client communication.</li>
<li>Lead team capacity planning and ensure scalable coverage of a growing client base.</li>
<li>Support in the implementation of playbooks and best practices for client segmentation, and success planning.</li>
</ul>
Cross-functional Collaboration
 <ul>
<li>Partner with the Head of Customer Success on team planning, strategy, and reporting.</li>
<li>Act as the operational bridge between CSMs and internal teams.</li>
<li>Communicate and track customer feedback and insights to inform product and service improvements.</li>
</ul>
Requirements: 
<ul>
<li>5+ years in Customer Success or a similar role, with 2+ years of team leadership.</li>
<li>Experience managing B2B clients in SaaS, HR-Tech, Fintech in a similar remote-first environment.</li>
<li>Strong understanding of customer lifecycle, account health management, and revenue expansion strategies.</li>
<li>Excellent leadership, communication, and coaching skills.</li>
<li>Analytical mindset and comfort working with KPIs and dashboards.</li>
<li>Proactive, solution-oriented, and highly organized.</li>
<li>Arabic language is good to have</li>
</ul>
Why Join Us?
 <ul>
<li>Be part of a fast-growing global company revolutionizing remote work management.</li>
<li>Collaborate with global clients and innovative teams.</li>
<li>Play a critical role in scaling a high-performing Customer Success function.</li>
<li>Work in a collaborative and inclusive environment that values innovation and creativity.</li>
<li>Remote-first environment with a strong culture of ownership and growth.</li>
<li>Competitive compensation, benefits, and opportunities for advancement</li>
</ul>

Customer Success Team Lead – Global

Overview
 As a Senior Customer Success Manager dedicated to, you will play a critical role in ensuring our customers achieve their goals using RemotePass's platform. You will act as a strategic advisor and advocate for our customers, helping them maximize the value of our services. With your expertise, you will foster strong partnerships and drive customer satisfaction, retention, and growth.
 
Responsibilities
 <ul>
<li>Seamless Onboarding: Guide new customers through the onboarding process, ensuring a smooth transition and quick adoption of RemotePass.</li>
<li>Strategic Relationship Management: Build and nurture strong connections with key stakeholders, acting as a trusted partner to help them achieve their goals.</li>
<li>Customer Advocacy: Serve as the primary contact for customers, addressing inquiries and ensuring swift resolution of issues.</li>
<li>Proactive Account Management: Monitor account health and engage customers to identify and implement opportunities for enhancement and growth.</li>
<li>Insight-Driven Feedback: Collect and analyze customer feedback to provide actionable insights that shape product development.</li>
<li>Retention and Growth Leadership: Drive customer loyalty and uncover opportunities for upselling or cross-selling RemotePass services.</li>
<li>Cross-department Collaboration: Collaborate with Sales, Operations, Product, and Engineering teams to deliver an exceptional customer experience while supporting growth and retention objectives.</li>
<li>Value Optimization: Foster business growth and profitability by ensuring customers realize the full value of RemotePass's services.</li>
</ul>
Qualifications
 <ul>
<li>5 years of experience in a Customer Success, Account Management, or related role.</li>
<li>Exceptional interpersonal and communication skills, with fluency in English and Arabic.</li>
<li>Proven ability to build strong customer relationships and drive customer satisfaction.</li>
<li>Analytical mindset with the ability to gather insights from data to make informed decisions.</li>
<li>Ability to manage multiple accounts and priorities in a fast-paced environment.</li>
<li>Experience in SaaS or HR/Payroll/Global Employment solutions is a plus.</li>
</ul>

Customer Success Manager IC-Global Role

Join RemotePass and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

RemotePass

ABOUT_COMPANY

Customer Success Team Lead – Global

Customer Success Manager IC-Global Role