Senior Customer Success Manager I

Summary

Join Deel as a Senior Customer Success Manager and become the primary point of contact for high-value clients. You will build strong relationships, develop account strategies, and proactively identify and mitigate risks. This role requires strategic guidance on operational and product issues, advocating for clients internally. You will be a data-driven problem-solver, comfortable managing projects across multiple teams. Success in this position demands a collaborative spirit and a passion for driving business impact. Deel offers a dynamic and fast-paced environment with opportunities for growth and development.

Requirements

• Have minimum of 6+ years of relevant work experience, including client facing experience as a Strategic CSM or Account Manager
• Have previous experience in at least one of the following: fast growth startup, SaaS or HR Tech
• Be a relationship builder who remains calm and collected when facing crisis or criticism and celebrates partners’ successes with them
• Be 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
• Be 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 ability to manipulate and synthesize data
• Be curious by nature and interested in making an impact

Responsibilities

• Develop and execute comprehensive account strategies for long-term success
• Proactively identify risks before they happen
• Rally and project management internal stakeholders to address customer issues in a timely manner to optimize customer sentiment
• Build relationships with senior stakeholders
• Develop a deep understanding of the customers business, hiring plans, and the outcomes that will define success of the partnership. Then put a success plan in place to maximize the customers’ experience
• Host regular business review to review the partnership
• Be the voice of the customer by collecting product and operational feedback
• Prioritize requirements based on risk, urgency and revenue impact + project manage internal stakeholders to deliver priority items in a timely manner while setting appropriate expectations with the customer along the way
• Provide 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

Preferred Qualifications

Fluency in English, plus additional languages such as Italian, Spanish and Portuguese are very desirable

Benefits

• Provided computer equipment tailored to your role
• 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 WeWork access where available