RemoFirst is transforming the way businesses hire and manage global teams. Our mission is to enable Freedom of Work by providing an all-in-one global HR platform that simplifies hiring, compliance, payroll, and benefits management. We partner with some of the world’s most innovative companies, including Fortune 500 businesses and leading startups.
We are a small but strong team of 200+ people (and growing) hyper-focused on delivering a
world-class platform and unparalleled service with our industry-leading partnerships. To help
accelerate our growth and pace of delivery, we are looking for a talented Customer Success Manager.
About the Role
As a Customer Success Manager, you will be responsible for advising and proactively guiding customers and their employees through the global employment process. You will support their onboarding onto the RemoFirst platform and then be their point of contact for any future needs.
CSMs are responsible for the customer health, activation, retention, expansion and strategic growth of their client portfolio. They act as trusted advisors, ensuring clients achieve value and outcomes through proactive engagement, cross-functional collaboration, effective escalations management and deep product and domain knowledge.
Retention & Health
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.
Activation
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.
Provide feedback and insights to improve activation processes and onboarding experience.
Expansion
Identify strategic expansion opportunities across products, countries.
Educate customers on new platform capabilities and complementary services (e.g., RemoVisa, RemoTech, RemoPlus).
Influence buying decisions through trusted relationships and data-backed recommendations.
Maintain a consultative approach, focusing on long-term customer success and retention-driven growth.
Customer Advocacy
Cultivate customer advocates by driving strong outcomes and satisfaction.
Encourage positive public feedback (e.g., G2 reviews, case studies, testimonials).
Partner with Marketing to spotlight success stories that elevate the RemoFirst brand.
Advisory & Expertise
Act as a trusted advisor on global employment, providing clients with informed guidance on country-specific employment practices, supported by our internal resources and local expert network.
Keep internal knowledge bases up to date with new learnings and regulatory changes.
Stay informed about RemoFirst product releases to serve as a platform expert and communicate relevant updates to clients.
Internal Collaboration & Feedback
Provide structured feedback from clients to XFN teams, to influence roadmap and service improvements.
Contribute to CXG process optimization projects, documentation, and best practice development.
Support cross-functional collaboration initiatives aimed at reducing ticket escalations and improving overall efficiency.