Customer Success Manager

Summary

Join Deel, a rapidly growing SaaS company transforming the global talent landscape, as a Customer Success Manager II. Manage a diverse portfolio of SMB/MM or ENT accounts, focusing on low to mid-sized spend and accounts with high growth potential. Identify and mitigate risks to customer retention, collaborating with internal stakeholders to resolve issues effectively. Build strong relationships with key stakeholders, conduct regular business reviews, and actively gather customer feedback to improve the product and overall experience. Drive adoption of platform features to enhance customer satisfaction and retention. Contribute to a high-quality customer experience by coordinating with internal teams to ensure timely responses and completion of customer requests.

Requirements

• You have a minimum of 4+ years of relevant work experience, including client-facing experience
• Have previous experience in at least one of the following: fast-growth startup, top-tier management consulting, investment banking, or private equity
• A relationship builder who remains calm and collected when facing crisis or criticism and celebrates partners’ successes with them
• Quantitatively-inclined and data savvy, you may not be a SQL expert, but you enjoy drawing quick, insightful conclusions from complex data sets, asking critical questions, and synthesizing raw numbers into simple, actionable recommendations
• A reliable, motivated self-starter with a passionate growth mentality. You enjoy fast-paced environments, aren’t deterred by setbacks or pivots, and thrive in roles requiring a very high degree of responsibility
• Have a solid track record of achievement - e.g., had success in a top-tier company, delivered quantifiable business impact, quickly assumed responsibilities, or won competitive awards
• Have a strong analytical foundation with the ability to manipulate and synthesize data
• Are curious by nature and interested in making an impact

Responsibilities

• Manage a diverse portfolio of SMB/MM or ENT accounts. This includes low to mid-sized spend accounts and accounts with strategic growth potential
• Identify and flag risks that will lead to customer churn
• Engage appropriate internal stakeholders to resolve the issue swiftly while managing customer communications along the way
• Build relationships with key stakeholders
• Conduct regular business reviews
• Be the voice of the customer by collecting product and operational feedback and sharing it with relevant internal stakeholders
• Responsible for providing a high-quality experience to our customers on a day-to-day basis
• Coordinate with internal stakeholders to ensure timely response and completion of customer requests
• Drive adoption of platform features that will lead to a better customer experience and better retention

Benefits

• Stock grant opportunities dependent on your role, employment status and location
• Additional perks and benefits based on your employment status and country
• The flexibility of remote work, including optional WeWork access