Senior Customer Success Manager at Deputy

Customer Success Management, Full Time, Sydney sydney support full-time
Posted 12 days ago

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.

Currently, our employees are predominately working from home and this role will also be remote for the time being. We anticipate employees will be returning to the office, in a flexible capacity, during 2022 as appropriate & when it is safe to do so.

The Role

As a Senior Customer Success Manager, you will onboard and relationship manage high value Mid-Market customers from the point of sale closure to long-term use of Deputy.

As a Senior Customer Success Manager, you will become a trusted advisor to your clients, with touchpoints including QBRs. You will identify adoption opportunities that add value to your client’s businesses and align with their business goals & plans. You will work closely with the Sales organisation to share strategic growth opportunities

You will:

  • Engaging with multiple clients in a portfolio to ensure satisfaction, retention and advocacy
  • Gathering and using data to spot trends with your accounts to identify training and value-driving opportunities, as well as retention risks
  • Drive higher levels of adoption for clients who are underutilizing the Deputy solution
  • Maintain a thorough understanding of customers’ business needs and success measures. 
  • Use these learnings to represent customers interests within Deputy internally so that we can enable our internal resources to fix core issues and improve customer satisfaction
  • Provide clear, detailed briefs to internal teams. Including but not limited to triaging customer issues and product improvements
  • Support Implementation projects through aligning your communication to the project milestones provided by the PMO organisation
  • Maintain knowledge of trends in the workforce management, time & attendance industry
  • Develop a strong working knowledge of the Deputy software to be able to provide troubleshooting support to your clients
  • Building out & iterating the CSM function, via internal project initiatives working with a range of internal stakeholders
  • What we’re looking for:

  • Experience in B2B sales and customer success, ideally from one of the following industries: SAAS, cloud, marketing, media, ad-tech, e-commerce or web-analytics
  • Experience managing and up-skilling mid-to-large sized accounts
  • Experience managing a portfolio of customers
  • Must be results oriented and demonstrate integrity with a proven and consistent record of top performance
  • An ability to understand client objectives and ensure that these objectives can and will be achieved
  • Excellent written and verbal communication skills, in particular a strong video conference 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
  • Ability to travel as needed
    - Australian Hyper-Growth Startup - Head Office in Sydney
    - Why IVP Invested in Deputy
    - Deloitte's #21 Fastest Growing Technology Startups in Aus 2018
    - Raised $111M Series B Round led by IVP, OpenView (our Series A investor), Square Peg Capital and EVP.
    - Global Growth across APAC, America and EMEA.

    - 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


    At Deputy we’re on a mission to change the way the world works. Since 2008 over 200 million shifts have been rostered on Deputy, in over 90 countries, and across 245 different industries.

    We’re making it easier for businesses and teams to roster staff, manage leave, complete payroll and take the admin out of work so that our customers can focus on doing what they love. We hire amazing people to do what they’re best at, and work with some incredible businesses all around the world.

    Check out this video: Deputy Explained

    Check out why our customers love us: 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. 

    Interested? Apply now