Customer Success Manager SMB

Deputy is a global SaaS remote-first workforce management company with hubs in Sydney, Melbourne, San Francisco and London, plus team members working remotely across the United States. Our platform serves over 1.5 million workers and 375,000 workplaces across 100+ countries. We are backed by top global investors and recently achieved Unicorn status.

At Deputy, we’re improving the world of work, one shift at a time, for 80% of the world’s workforce: hourly workers. These are the dedicated employees who keep our world running – from baristas to nurses, cleaners to delivery drivers, florists to factory workers. Despite their vital role in society, most workplace technology has focused on those workers who sit behind a desk, but at Deputy, we transform the frontline. When businesses use Deputy, their workplaces thrive – the business is more profitable, compliant, and productive, while the workers are more engaged and happier at work.

We're becoming an AI-native company, a commitment that means you'll be empowered (and expected) to use AI tools and thinking in your day-to-day work. You'll have the training, support, and freedom to use AI responsibly and creatively to spark ideas, solve problems faster, and unlock new ways of working.

If you’re passionate about creating solutions that put people first and helping businesses and their teams thrive, join us at Deputy and make an impact where it matters most!

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.

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

Requirements & 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 startup environment

• Ability to travel as needed

Employee Perks

- Enjoy a flexible and hybrid work policy, with a dedicated office 1 minute walk from Farringdon Station
- Own a piece of Deputy through our Employee Share Ownership Plan (ESOP)
- Work from home stipend to help you get set up and succeed from home
- Benefit from our employee pension matching programme
- Access private health and dental insurance
- Take paid parental leave to support you and your family
- Enjoy additional leave days — including study assistance, celebration days and volunteering
- 25 days’ holiday plus bank holidays
- Feel secure with our income protection scheme for long-term absence due to illness or injury
- Get involved with our global working groups; designed for collaboration, belonging and connection
- Connect over weekly office lunches, social gatherings and industry events

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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