Customer Success Manager managing a portfolio of mid - market customers for a homecare technology platform. Driving client success and renewal through strategic engagement and relationship management.
About the role
- Customer Success Manager driving product adoption and success for small business customers with Deputy's workforce management platform.
Responsibilities
- Build product adoption through 1 to many proactive touchpoints to customers that drive engagement
- Leverage data to identify trends and opportunities to engage with customers 1 on 1
- 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
- Be a trusted advisor to customers by consulting on Deputy and the trends in workforce management
- Collaborate on key internal projects that evolve the Customer Success function
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.
- Relevant work experience or Bachelor's degree
- 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 a CRM system
- Enjoys working in a fast paced, ever changing startup environment
- Ability to travel as needed
Benefits
- Enjoy a flexible remote-first work policy (with a work-from-home stipend to set you up for success!)
- Own A piece of Deputy via our Employee Share Ownership Plan (ESOP)
- Take paid parental leave to support you and your family
- Stay protected with Group Salary Continuance Insurance
- Access support through our Employee Assistance Program
- Enjoy additional leave days — including study assistance, celebration days and volunteering
- Join our global working groups focused on collaboration, belonging and connection
- Get creative at our annual Hackathons
- Take advantage of our novated leasing for electric vehicles, internet reimbursement and more!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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