Customer Success Manager

About the role:

As a Customer Success Manager, you will own a portfolio of approximately 50–60 customers, building strong relationships and serving as a trusted partner throughout their journey with RemotePeople.

This role combines customer success, account management, and commercial thinking. You'll be responsible not only for maintaining strong customer relationships and driving retention, but also for understanding your customers' businesses, anticipating their needs, identifying risks, and uncovering opportunities where RemotePeople can provide additional value.

You'll work closely with teams across Payroll, Operations, Sales, Finance, and other functions to ensure customers receive a seamless experience across our global employment solutions.

Your responsibilities:

• Own and manage a portfolio of approximately 50–60 customers across EMEA.
• Build trusted, long-term relationships with customers and become a key point of contact for their needs.
• Drive customer retention, satisfaction, and account growth across your portfolio.
• Proactively identify customers at risk of churn and develop strategies to address concerns and strengthen the relationship.
• Lead challenging customer conversations with empathy, professionalism, and a solutions-oriented mindset.
• Understand customers' international hiring strategies and identify opportunities to support their broader business needs.
• Identify and develop upsell and cross-sell opportunities across solutions such as EOR, Global Payroll, Recruitment, and Mobility.
• Monitor customer activity and account trends to identify opportunities and risks early.
• Coordinate with internal teams and partners to resolve complex customer needs and ensure timely follow-through.
• Maintain accurate customer information, activities, opportunities, and follow-ups within our CRM and internal systems.
• Bring customer insights back into the organization to help improve our products, processes, and overall customer experience.

Requirements

• Previous experience in Customer Success, Account Management, Client Services, or another highly customer-facing role within a B2B environment.
• Experience managing a portfolio/book of business and taking ownership of customer relationships.
• Strong understanding of customer retention, churn management, and account growth.
• Commercial mindset with the ability to recognize and develop expansion opportunities naturally through customer conversations.
• Strong operational rigor and ability to manage multiple customers, priorities, and follow-ups simultaneously.
• Excellent communication and stakeholder management skills.
• High emotional intelligence and the ability to navigate difficult or sensitive customer conversations.
• Strong professional curiosity; you ask the right questions, understand the customer's broader business context, and look beyond the immediate request.
• Comfortable working independently in a fast-moving, remote, international environment.
• Fluent professional English.

Nice to have:

• Experience within Employer of Record (EOR), global payroll, HRTech, international employment, or global mobility.
• Experience managing enterprise or complex international customers.
• Previous experience in a commercially oriented CSM role with responsibility for retention, net revenue retention, upselling, or cross-selling.
• Experience working with distributed teams and customers across multiple countries.