Sr. Global Customer Success Manager

About RemotePass We are a UAE-based startup, working remotely from all over the world. Our team is diversified and spread across 10+ different countries. We have the ambition to become a leading remote work enabler that simplifies the access to world class talents. We believe that anyone should be able to work anytime, anywhere. We are Backed by world class regional & international investors; 212VC, BECO Capital, Wamda Capital, Khawarizmi VC, Wealth Well and Plug & Play. As we expand, we are looking for a passionate Senior Customer Success Manager to join our growing team and help us build lasting relationships with our customers. 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

• Seamless Onboarding & Conversion Enablement: Lead customers through a structured onboarding journey that drives timely activation, smooth handover from Sales, and successful transition to paid usage of RemotePass
• Strategic Relationship Ownership: Build and maintain trusted, long-term relationships with key customer stakeholders, positioning RemotePass as a strategic partner aligned with their business objectives and growth plans
• Customer Advocacy & Issue Resolution: Act as the primary point of contact for assigned accounts, ensuring responsiveness, clear communication, and effective resolution of operational, payroll, or compliance-related issues
• Proactive Account Health & Growth Management: Continuously monitor account health, usage patterns, and risk signals to prevent churn, address contraction drivers early, and identify expansion opportunities within the existing book of business
• Product Adoption & Value Expansion: Drive adoption of new services, tools, and integrations by identifying relevant use cases, educating customers, and aligning platform capabilities with evolving customer needs
• Insight-Driven Feedback Loop: Gather, analyze, and synthesize customer feedback to provide actionable insights to Product, Operations, and Engineering teams, influencing roadmap priorities and service improvements
• Retention & Expansion Leadership: Own customer retention outcomes by strengthening engagement, reinforcing value delivered, and proactively uncovering opportunities for upsell and cross-sell across the RemotePass product suite
• Cross-Functional Execution & Alignment: Partner closely with Sales, Operations, Product, Finance, and Engineering to ensure seamless delivery, resolve blockers, and support customer growth and renewal objectives
• Value Realization & Business Impact: Ensure customers fully realize the value of RemotePass by aligning solutions to their global workforce needs, driving long-term satisfaction, loyalty, and sustainable revenue growth

Requirements

• 5 years of experience in a Customer Success, Account Management, or related role
• Exceptional interpersonal and communication skills, with fluency in English
• Proven ability to build strong customer relationships and drive customer satisfaction
• Analytical mindset with the ability to gather insights from data to make informed decisions
• Ability to manage multiple accounts and priorities in a fast-paced environment
• Experience in SaaS or HR/Payroll/Global Employment solutions is a plus

Benefits

• Be part of a fast-growing global company revolutionizing remote work management
• Work in a collaborative and inclusive environment that values innovation and creativity
• Opportunities for professional growth and development
• Competitive salary and benefits package