Deputy is hiring a
Customer Success Manager

Summary

Join Deputy, a global SaaS workforce management company, as a Customer Success Manager to empower small business customers with the Deputy platform, driving product adoption, retention, and growth.

Requirements

• 2+ years with relevant customer-facing experience in a B2B customer success or a relationship management role, ideally from one of the following industries: SAAS, cloud, marketing, media, payroll, HR or time & attendance
• Bachelor's degree or relevant work experience
• Experience managing and driving success at scale for a large portfolio of customers
• Passionate about being the voice of the customer internally, and comfortable with working cross-functionally to drive customer outcomes
• An ability to understand client objectives and think strategically/ creatively on ways to achieve them
• Comfortable with testing new approaches to drive customer engagement and success throughout the customer lifecycle
• Excellent written and verbal communication skills across all levels in a business, in particular a strong telephone presence and web presentation skills are all essential
• Strong technical aptitude, excellent computer skills, and passion for technology
• Previous use of Salesforce or similar CRM system

Responsibilities

• Build product adoption through 1 to many proactive touchpoints to customers that drive engagement
• Touchpoints include but are not limited to: Webinars focused on feature adoption and best practices, email campaigns that target key customer segments, engaging video content, and many more creative ideas that you will help create and launch
• Leverage data to identify trends and opportunities to engage with customers 1 on 1 to solve adoption challenges, increase retention, uncover strategic growth opportunities, and address general customer concerns and feedback
• Focus to increase key metrics like Adoption (Utilization Score), Net Promoter Score (NPS), Expansion, and Net Revenue Retention (NRR) across the SMB customer segment
• Advocate for the customers by representing customer feedback internally to improve customer satisfaction and success on the platform
• Be a trusted advisor to customers by consulting on Deputy and the trends in workforce management, time & attendance industry and the wider ecosystem
• Collaborate on key internal projects that evolve the Customer Success function to better meet our customers needs

Benefits

• Ownership in the company via Share Options
• Company match 401k plan
• Comprehensive health benefits
• Commuter reimbursement program
• Flexible remote-first work policy
• Company wide development and coaching