Customer Success Manager, SMB II

Summary

Join Deputy, a global SaaS remote-first workforce management company, as a Customer Success Manager, SMB! You will manage the success of our Small Business customers, enabling them to achieve their desired business outcomes using the Deputy platform. You will represent the customer's voice internally, partnering with cross-functional teams to ensure customer success. Responsibilities include driving product adoption through various touchpoints, leveraging data to identify engagement opportunities, and advocating for customer feedback. You will act as a trusted advisor, consulting on Deputy and industry trends. This role requires 2+ years of relevant customer-facing experience in a B2B setting and excellent communication and technical skills. The salary range is $68,000-$88,200 annually.

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
• 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
• Enjoys working in a fast paced, ever changing startup environment
• Ability to travel as needed
• $68,000 - $88,200 a year

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 (Utilisation Score), Net Promoter Score (NPS) 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

Preferred Qualifications

Preferred University Education with a Bachelor’s Degree

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