Easy Apply
Easy Apply
Manage customer success for small business clients at Deputy, facilitating product adoption, driving engagement, and advocating for customer needs across teams.
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.
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.
- Preferred University Education with a 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 Salesforce or similar CRM system
- Enjoys working in a fast paced, ever changing startup environment
- Ability to travel as needed
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.
#LI-Remote
Top Skills
Salesforce
Similar Jobs at Deputy
.png){kind=logo}
HR Tech • Information Technology • Software
The Strategic Finance & Operations Manager will provide financial guidance, support decision-making, and drive outcomes through data-driven analysis in a B2B SaaS context.
Top Skills:
BudgetingData AnalysisFinancial ModelingSaaS
HR Tech • Information Technology • Software
As an Enablement professional, you'll create and deliver training programs for various commercial teams, ensuring they have the knowledge to succeed and meet business goals.
Top Skills:
Saleshood
HR Tech • Information Technology • Software
As Director of People Partners, lead HR strategies, drive talent development, foster employee engagement, and align people initiatives with business objectives.
Top Skills:
ConfluenceGoogle SuiteSlack
What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
