Customer Success Manager, SMB

Remote

Pay Customer Success Manager handling post-sales customer lifecycle for SMBs. Working on Payroll, EOR, and adjacent products within Remote's global team.

Posted 6/4/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $37 - $84 per hourWebsite

About the role

Key responsibilities & impact

Owns the full post-sales customer lifecycle for a high-volume SMB book across Payroll + EOR + adjacent products.
Runs the standard post-sales motion end-to-end with high operational rigor - proactive engagement, adoption, and structured churn-risk management.
Partners tightly with Sales on renewals and expansion signals.

Requirements

What you’ll need

CS/AM experience in complex B2B SaaS (Payroll preferred) or comparable customer-facing ownership
Strong written communication and stakeholder management (agendas, follow-ups, decision capture)
Ability to identify churn risk early and execute structured mitigation plans
Comfort coordinating across multiple teams and product lines (Sales, Implementation, Support, Product, Ops)
Consistent CRM + Vitally hygiene as system of record (SSOT)
Uses AI as a human-in-the-loop assistant for prep, synthesis, and drafting - validates against source-of-truth docs before sending any comms
Writes and speaks fluent English.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

B2B SaaSchurn risk managementcustomer lifecycle managementpost-sales motionstructured mitigation plansstakeholder managementCRM hygieneAI utilization

Soft Skills

written communicationstakeholder managementcoordinationproactive engagement