Customer Success Manager, Mid Market

Australia

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, Workforce Management, BiotechnologyIndustries

Requirements

The ideal candidate has 2+ years of customer-facing experience in a B2B customer success or relationship management role, preferably within SaaS, cloud, marketing, media, payroll, HR, or time & attendance industries. A relevant work history or a Bachelor's degree is required, along with proven experience managing and driving success at scale within a portfolio of mid-sized accounts. A passion for being the customer's voice is essential.

Responsibilities

The Customer Success Manager will manage a portfolio of high-growth mid-market customers, focusing on enabling them to achieve their business outcomes and ensuring a delightful customer experience. This involves becoming a trusted advisor, identifying new ROI and adoption opportunities, and collaborating with Sales, Product, and Marketing teams to build advocacy and ensure retention. Key duties include proactively engaging with customers to prevent churn, handle escalations, and drive growth through add-on and upsell opportunities. The role also entails consulting on workforce management trends, advocating for customer feedback internally, and supporting customer implementation and renewals.

Skills

Customer Success

SaaS

Account Management

Customer Relationship Management

Onboarding

Customer Retention

Client Relations

Sales

Communication

Problem-Solving

Deputy

Workforce management and staff scheduling platform

About Deputy

Deputy is a workforce management platform that simplifies staff scheduling, labor cost control, and timesheet management for businesses of all sizes. It allows users to create and share schedules easily, reducing scheduling workload by up to 50%, and includes features for demand planning and compliance with labor laws. The platform operates on a freemium model, offering a free starter plan and a premium package, and provides an open API for integration with other software systems. Deputy's goal is to help businesses manage their workforce efficiently while keeping labor costs low.

Sydney, AustraliaHeadquarters

2008Year Founded

$139.1MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Enterprise SoftwareIndustries

201-500Employees

Benefits

Health Insurance

401(k) Company Match

Flexible Work Hours

Stock Options

Paid Parental Leave

Private Health and Dental Insurance

Work from Home Stipend

Commuter Benefits

Risks

Increased competition from emerging platforms could erode Deputy's market share.

Reliance on a freemium model may limit revenue growth if users don't convert.

Data privacy concerns could lead to reputational damage and legal challenges.

Differentiation

Deputy offers a comprehensive platform for workforce management, including scheduling and compliance.

The platform's open API allows seamless integration with existing business software systems.

Deputy's freemium model provides accessibility to businesses of all sizes.

Upsides

Deputy achieved unicorn status, surpassing a billion-dollar valuation in 2023.

Integration with AI enhances demand planning and labor cost control for businesses.

Growing mobile-first solutions improve accessibility and user experience for workforce management.

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