Senior Customer Success Manager

Summary

Join Deel as a Senior Customer Success Manager and be the face of the company for high-value clients. Develop and execute comprehensive account strategies, proactively identify and mitigate risks, and build strong relationships with senior stakeholders. Serve as a trusted advisor, providing strategic guidance and championing client needs internally. You will collect product feedback, prioritize requirements based on impact, and manage cross-functional stakeholders to deliver solutions. This role requires a passion for problem-solving, a collaborative spirit, and a proven track record of success in a fast-paced environment. You'll be responsible for driving customer satisfaction and long-term revenue growth.

Requirements

• You have minimum of 6+ years of relevant work experience, including client facing experience as CSM or Account Manager
• You will significant experience managing payroll clients within large and complex portfolio/ book of business
• Have previous experience in at least one of the following: fast growth startup, top-tier management consulting, investment banking, or private equity
• 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 ability to manipulate and synthesize data
• Are curious by nature and interested in making an impact

Responsibilities

• Accounts: The Senior CSM I will focus on a smaller number of high-value strategic VIP accounts. Develop and execute comprehensive account strategies for long-term success
• Risk: Proactively identify risks before they happen. Rally and project management internal stakeholders to address customer issues in a timely manner to optimize customer sentiment
• Relationships: 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
• Product: Be the voice of the customer by collecting product and operational feedback. CSM should 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
• 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