Customer Success Manager, Smb

At Deputy we're on a mission to change the way the world works & we are looking for fantastic people to help us do that. Our mission is to simplify shift work, with a future state vision to enable thriving workplaces in every community.

Deputy is a SaaS Workforce Management Product company. HQ'd in Sydney (AU), with offices in Melbourne, London (UK), Atlanta and San Francisco (USA). We've helped hundreds of thousands of people across all industries in 70+ countries save time and money managing their hourly workforce so they can focus on what they do best, and be amazing.

We have a hybrid working or remote environment at Deputy. We do have an office in Melbourne, should you wish to use it.

You do not need to match every listed expectation to apply for this position. 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.

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 analysing customer data to help determine targeted outreach campaigns that drive an increase in overall platform utilisation 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 organisations to identify strategic growth opportunities and key customer trends.

Key Responsibilities:

• Build product adoption through 1 to many proactive touch points to customers that drive engagement. Touch points 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), 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.
• 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

Employee Perks

• Share Options
• Paternity/Maternity Leave Policies
• Personal Learning & Development Fund
• Flexible Work Policy
• Company wide Development & Coaching
• Hackathons
• Awards - "Your Time to Shine & Celebrate Success"
• Social Events & variety of social clubs (Books, LGBT, Games, Sports)
• Mental Health Support
• Munch & Learns

Learn More About Deputy

Deputy Linkedin Page

Deputy Instagram

The Bay Area's Top Workplaces

Open the Pod Bay Doors Podcast - E165: Silvija Martincevic, CEO & Board Director, Deputy

International Shift Worker Sunday

Customer Story - Honest Burgers: from inflexible all-in-one to Deputy's best of breed flexibility

Best Employee Scheduling Software 2023 (Forbes Advisor)

Silvija Martincevic: Five Things I Wish Someone Told Me Before I Became A CEO

Customer Reviews - GetApp and G2Crowd

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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