Customer Success Manager, MM/ENT – EMEA

Remote from: EMEA
Salary, yearly, USD: 37,300 - 83,900
Department: Customer Success
Employment type: Full Time,
Job posted: 12 Jul 2026
Apply before: 12 Aug 2026
Experience level: Midweight
Views / Applies: 32 / 1

About company

About Remote

Helping companies hire and pay global teams effortlessly.

Human Resources
2019

Actively Hiring

AI Summary

Remote is seeking a Mid-Market/Enterprise Customer Success Manager for the EMEA region to manage the full customer lifecycle, from onboarding to long-term partnerships. The role focuses on driving retention, mitigating churn, and executing structured business reviews and success plans. The ideal candidate has extensive CS experience, strong communication skills, and the ability to manage a high-volume portfolio. This fully remote position leverages automation and AI to improve efficiency and requires proactive risk management and commercial growth identification.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires extensive experience and complex stakeholder management, but it does not involve highly technical or specialized skills, placing it at a moderate difficulty level.

Salary Analysis

AI Insight The offered salary range ($37,300 - $83,900) has a median of $60,600, which is below the typical US market range for a Customer Success Manager ($55k - $120k). For EMEA-based roles, this may be competitive depending on location, but it appears on the lower end for mid-market/enterprise level.

Core Skills Required

Customer Success Account Management SaaS Retention Strategies Onboarding QBR Cross-selling CRM (Vitally) Communication Risk Mitigation

Cover Letter Sample

I am writing to express my strong interest in the Customer Success Manager position at Remote. With over five years of experience driving customer retention and growth in SaaS environments, I am confident in my ability to manage complex client portfolios and deliver measurable outcomes.

My background includes leading structured QBRs, implementing success plans, and leveraging data to identify churn risks and expansion opportunities. I have a proven track record of building trust with stakeholders and collaborating cross-functionally to ensure seamless customer journeys.

I am particularly drawn to Remote's mission of enabling global employment and its innovative use of AI and automation. I am eager to contribute to your team by applying my skills in account autonomy, risk mitigation, and commercial growth.

Thank you for considering my application. I look forward to the possibility of discussing how I can drive success for Remote's customers.

Sample Interview Questions

How do you prioritize and manage a high-volume book of customers while maintaining high responsiveness and CSAT?

I use a tiered approach based on customer health scores, contract value, and churn risk. Daily, I review my queue and re-prioritize tasks, ensuring at-risk accounts get immediate attention while maintaining regular touchpoints with all accounts. I leverage CRM automation to track activities and set reminders for follow-ups.

Describe a time you identified early churn signals and successfully mitigated them.

At my previous role, I noticed a client's usage dropped significantly after a key stakeholder left. I proactively reached out, scheduled a business review, and introduced a new onboarding session for their team. This led to renewed engagement and a contract renewal.

How do you drive expansion and cross-sell opportunities without being overly salesy?

I focus on understanding the customer's evolving needs during regular check-ins and QBRs. By aligning product features with their goals, I naturally highlight areas where additional services can add value. I then document these opportunities in the CRM and collaborate with the sales team.

How do you handle a customer who is unhappy with the product or service?

I listen actively, empathize with their concerns, and take ownership of the issue. I gather details, create an action plan, and communicate transparently about timelines. I follow up consistently until resolution, and then conduct a post-mortem to prevent recurrence.

Can you give an example of how you used AI or automation tools to improve your efficiency as a CSM?

I used a tool like Vitally to automate email sequences for onboarding milestones and health score alerts. This allowed me to focus on high-touch interactions while ensuring no account fell through the cracks. I also used AI-driven sentiment analysis to flag at-risk accounts early.

About Remote

Remote is solving modern organizations’ biggest challenge – navigating global employment compliantly with ease. We make it possible for businesses of all sizes to recruit, pay, and manage international teams. With our core values at heart and future focused work culture, our team works tirelessly on ambitious problems, asynchronously, around the world. You can find Remoters working from 6 different continents (Antarctica left to go!) and all of our positions are fully remote.
With Innovation as one of the core values, we have built Automation and AI capabilities into the requirements for every role.
We encourage every member of the Remote team to bring their talents, experiences and culture to the table to help us build the best-in-class HR platform.

If you are energetic, curious, motivated and ambitious, be part of our world. Apply now and define the future of work!

The Position

As a Mid-Market/Enterprise Customer Success Manager, you will act as a trusted advisor and advocate for our customers, taking full ownership of the entire customer lifecycle from initial onboarding to an established, long-term partnership. In this role, you will bring deep expertise in lifecycle management, with a sharp focus on driving customer retention, mitigating churn, and executing structured business reviews and success plans.
You have a proven track record of managing complex implementation projects for a medium-sized book of clients, alongside a keen ability to understand diverse client needs, identify growth opportunities, and deliver targeted solutions.
A natural and meticulous problem-solver, you are passionate about executing strategies across various technical scenarios and customer verticals.
Additionally, you possess exceptional, well-structured English communication skills, allowing you to seamlessly navigate, present to, and build strong relationships with stakeholders at every level of your business portfolio.

Role Expectations

Extensive and proven experience as a Customer Success manager.
Adaptive Portfolio Re-prioritization: Stays completely on top of a defined book of business despite high volume and constant change, re-prioritizing tasks quickly to maintain a consistent communication flow, QBR cadence, strict Vitally hygiene, and keeping CSAT and responsiveness at required company standards.
Rigorous Account Autonomy: Owns day-to-day customer outcomes end-to-end and executes the standard post-sales motion with high rigor, consistently following through on commitments and documentation without needing internal reminders.
Structured Stakeholder Collaboration: Delivers responsive, clear, and timely communication to customers, Sales, and internal partners, running structured operational reviews (ORs) and QBRs while documenting all decisions and next steps as the system of record.
Proactive Risk Mitigation: Identifies early churn signals and executes standard playbook mitigations, utilizing clear escalation paths and keeping implementation-to-CS handovers clean and seamless.
Reliable Customer Care & Empathy: Builds deep customer trust through exceptional reliability and dedicated care, taking personal ownership of the client experience while handling constructive feedback and coaching maturely.
AI-Driven Operational Efficiency: Leverages approved AI and automation tools to significantly increase daily throughput and communication quality, maintaining a consistent operating cadence and executing with urgency on risk and follow-ups.
Account Leadership & Peer Contribution: Leads assigned accounts with a strong sense of personal ownership, collaborating effectively across teams and contributing valuable insights to team learnings when prompted.
Commercial Growth Identification: Drives commercial impact by identifying expansion and cross-sell opportunities during QBRs and ongoing account discussions, documenting them correctly in internal systems as a trusted Sales partner.
Fluent written and spoken English, and well structured communication skills in speaking & writing.

Practicals

You’ll report to: Manager, Customer Success
Team: Customer Experience
Location: EMEA
Start date: As soon as possible

Hiring Process

(async) Profile review
(async) Written test
Interview with recruiter
Interview with manager
Team Interview
Interview with Sr. Director of CS
Bar Raiser Interview
Prior employment verification check
(async) Offer

Important: Due to high applicant volumes, we might take a bit longer to get back to you. Please be patient with us. Thank you!

Please note the salary range shared below 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—$83,900 USD

Benefits

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.

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.

Please note we accept applications on an ongoing basis.

Apply now >