Customer Success Manager, Mid Market

About Deputy

Employment Type: Full Time

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 Team

Our Customer Success team is passionate, creative, and customer-centric. We help advise and guide a wide variety of global customers from industries like healthcare to entertainment to retail and many more. Our key focus is empowering customers to utilise Deputy’s tools to achieve strategic outcomes and help them grow their businesses into thriving workplaces. As a team we value the diverse perspectives and experiences each team member brings to the table and are looking for individuals who are passionate about having a huge part in building a best in class experience for our customers.

The Role

Our mid-market customer segment is rapidly growing. As a Customer Success Manager, Mid-market, you will manage the success for a portfolio of high-growth mid-market customers. Your primary focus will be enabling your portfolio of customers to accomplish their desired business outcomes with a journey that leaves them delighted with their experience.

You will become a trusted advisor to your clients, with regular touchpoints that build confidence and a relationship with the Deputy platform. You will understand your customers' businesses and core needs to easily identify new ROI and adoption opportunities. You will work closely with the Sales, Product, and Marketing organisations to build customer advocacy and ensure retention of your book business.

Responsibilities

• Identify and proactively engage with your customers one on one at key moments of the customer lifecycle to prevent churn, handle escalations, uncover strategic growth opportunities, drive success and empower them to grow on the Deputy platform
• Drive an increase of adoption (Health Score), and NDR (Net Dollar Retention) for your customers
• Drive growth of your portfolio via add-on and seat upsell opportunities based on your deep understanding of your accounts and their business needs.
• Be a trusted advisor to customers by consulting on Deputy and the trends in workforce management, the time & attendance industry and the wider ecosystem
• Advocate for the customer by representing their feedback and issues internally to improve customer satisfaction and the overall Deputy platform
• Support implementation and renewals of your customers by being a key resource to the Implementation and Account Management functions
• Collaborate on high-priority internal projects that evolve the Customer Success function to better meet our customers needs

Skills & Experience

• 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 in a portfolio of mid-sized accounts
• Passionate about being the voice