Customer Success Manager, Deputy
SMB
Shift workforce management solution
Job no longer available
Shift workforce management solution
201-500 employees
Job no longer available
201-500 employees
Company mission
Deputy's mission is to streamline employee admin, so you and your team can focus on what matters.
Role
Who you are
- 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
What the job involves
- 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), 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
Salary benchmarks
Our take
Deputy’s scheduling, timesheet and time clock software allows businesses to more easily manage shift and contract workers. In the last few years, it’s become one of the biggest names in its market, having been founded in Sydney back in 2008.
This hypergrowth began after a USD $81 million injection in 2018 - the largest Australian Series B at the time - followed by a doubling in size within a year. It is now operating out of offices in the UK and US, as well as at home in Australia.
Deputy has helped over 330,000 businesses worldwide across 100 countries, with clients including Amazon, Google, and Uber and saw a rise of 7000 new customers in 2022. The company is focused on investing in its engineering and product to ensure it stays ahead in the market.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Mar 2024
$37m
GROWTH EQUITY VC
Nov 2018
$81m
SERIES B
Total funding: $143m
Company benefits
- Flexible working policy
- Paid Parental leave
- Competitive Holiday allowance including Celebration Days
- Employee stock ownership from Day 1
- Global focus on holistic wellness
- DEI Hackathons
- Company wellness days
- Social events and clubs
- Pension matching on base and commission!
Company HQ
London, UK
Leadership
Ashik Ahmed
(Boardmember)Founded Deputy in 2008, Former Systems Engineer at Aero-Care Flight Support Pty LTD.
Steve Shelley
(Chairman)Previous Founder & Managing Director of Aero-Care Pty Limited for 18 years, before co-founding Deputy.
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