Customer Success Manager, SMB

At Deputy, we empower businesses to build thriving workplaces - ones where staff are engaged, customers are served well, businesses are legally compliant, and companies’ profits thrive. Our reach extends across 100 countries worldwide, serving more than 330,000 workplaces. 

Deputy is a global SaaS workforce management company headquartered in Sydney, San Francisco, and London, backed by top investors and recently surpassed $100m in annual recurring revenue. We've helped millions of workers across industries and aim to empower 80% of the global workforce. If you're passionate about improving the world of work, one shift a time, join us at Deputy and help shape the future of hourly employment!

Here at Deputy, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

The Team: 

Our Customer Success team is passionate, creative, and customer-centric. We help advise and guide a wide variety of global customers from industries like healthcare to entertainment to retail and many more. Our key focus is empowering customers to utilise Deputy’s tools to achieve strategic outcomes and help them grow their businesses into thriving workplaces. As a team we value the diverse perspectives and experiences each team member brings to the table and are looking for individuals who are passionate about having a huge part in building a best in class experience for our customers. 

The Role: 

As a Customer Success Manager, SMB, you will manage the success of our Small Business customers. Your primary focus will be enabling your customers to accomplish their desired business outcomes with the Deputy platform at scale. Internally you will represent the voice of the customer and partner with cross-functional teams to ensure that we consistently deliver success to our customers. You will be responsible for driving product adoption with your customers by analyzing customer data to help determine targeted outreach campaigns that drive an increase in overall platform utilization and retention. You will find proactive opportunities to engage with your customers 1 on 1 in order to prevent churn and help drive their success. You will have close collaboration with the Sales, Product, and Marketing organizations to identify strategic growth opportunities and key customer trends.

Key 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

Qualifications

• 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
• Enjoys working in a fast paced, ever changing environment
• Ability to travel as needed

The pay range for this position takes into account multiple factors that are all considered to determine an individual candidate’s starting pay. These factors include but are not limited to: market factors, experience, technical and non-technical skills, education, certifications, and other business acumen. This range does not include any potential incentive programs, such as individual or organizational performance bonuses. 

For candidates based in the San Francisco Bay Area or New York City, the pay range for this position is $ 83,000- $95,000.

For candidates based outside San Francisco Bay Area or New York City, the pay range for this position is $69,000 - $79,000.

Employee Perks

- 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

Deputy believes in equal opportunity and that inclusiveness and diversity promotes innovation. Our global team members are from a variety of cultures. And we welcome different perspective and skills. 

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