Customer Success Manager

Summary

Join Deputy's Customer Success team as a Customer Success Manager, Mid-market, and manage a portfolio of high-growth mid-market customers. Enable your customers to achieve their business outcomes and become a trusted advisor, building strong relationships. Understand customer needs to identify new ROI and adoption opportunities. Collaborate with Sales, Product, and Marketing to build customer advocacy and ensure retention. Proactively engage with customers to prevent churn, handle escalations, and uncover growth opportunities. Drive adoption and Net Dollar Retention (NDR) for your customers, and grow your portfolio through upselling. Advocate for customers internally to improve satisfaction and the Deputy platform.

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
• Relevant work experience or Bachelor's degree
• Experience managing and driving success at scale in a portfolio of mid-sized accounts
• 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 a CRM system
• Enjoys working in a fast paced, ever changing startup environment
• Ability to travel as needed

Responsibilities

• Identify and proactively engage with your customers one on one at key moments of the customer lifecycle to prevent churn, handle escalations, uncover strategic growth opportunities, drive success and empower them to grow on the Deputy platform
• Drive an increase of adoption (Health Score), and NDR (Net Dollar Retention) for your customers
• Drive growth of your portfolio via add-on and seat upsell opportunities based on your deep understanding of your accounts and their business needs
• Be a trusted advisor to customers by consulting on Deputy and the trends in workforce management, the time & attendance industry and the wider ecosystem
• Advocate for the customer by representing their feedback and issues internally to improve customer satisfaction and the overall Deputy platform
• Support implementation and renewals of your customers by being a key resource to the Implementation and Account Management functions
• Collaborate on high-priority internal projects that evolve the Customer Success function to better meet our customers needs

Benefits

• Enjoy a flexible remote-first work policy (with a work-from-home stipend to set you up for success!)
• Own A piece of Deputy via our Employee Share Ownership Plan (ESOP)
• Take paid parental leave to support you and your family
• Stay protected with Group Salary Continuance Insurance
• Access support through our Employee Assistance Program
• Enjoy additional leave days — including study assistance, celebration days and volunteering
• Join our global working groups focused on collaboration, belonging and connection
• Get creative at our annual Hackathons
• Take advantage of our novated leasing for electric vehicles, internet reimbursement and more!