Customer Success Manager SMB

2 hours, 14 minutes ago
Full-time
Junior
Customer and Technical Support
Deputy

Deputy

Deputy provides a cloud-based workforce management and employee scheduling software that streamlines scheduling, timesheet management, and communication, enabling businesses across various industries to enhance efficiency and reduce labor costs.

Professional Services
251-1K
Founded 2008
$106M raised

Description

  • Drive product adoption across the SMB customer base through proactive one-to-many touchpoints such as webinars, email campaigns, and engaging video content.
  • Use customer data to identify trends, segment opportunities, and launch targeted outreach to improve utilization, retention, and customer outcomes.
  • Conduct one-to-one outreach to address adoption challenges, prevent churn, uncover growth opportunities, and respond to customer concerns and feedback.
  • Track and influence key customer success metrics, including Adoption (Utilisation Score), Net Promoter Score (NPS), and Net Revenue Retention (NRR).
  • Advocate for customers internally by representing customer feedback to cross-functional teams and helping improve the overall customer experience.
  • Act as a trusted advisor to customers on Deputy and on broader workforce management, time and attendance, and industry trends.
  • Collaborate with Sales, Product, and Marketing to identify strategic growth opportunities and customer trends.
  • Contribute to internal projects that improve and evolve the Customer Success function.
  • Support customer success at scale across a large portfolio of SMB accounts.

Requirements

  • 2+ years of relevant customer-facing experience in a B2B customer success or relationship management role.
  • Experience in SaaS, cloud, marketing, media, payroll, HR, or time and attendance is preferred.
  • Experience managing and driving success at scale across a large portfolio of customers.
  • Strong ability to understand client objectives and think strategically and creatively about how to achieve them.
  • Comfort with testing new approaches to drive customer engagement and success throughout the customer lifecycle.
  • Excellent written and verbal communication skills, including strong telephone presence and web presentation skills.
  • Strong technical aptitude, excellent computer skills, and interest in technology.
  • Previous experience using Salesforce or a similar CRM system.
  • Ability to work in a fast-paced, ever-changing startup environment.
  • Ability to travel as needed.

Benefits

  • Flexible work policy with a dedicated office near Farringdon Station.
  • Employee Share Ownership Plan (ESOP).
  • Work-from-home stipend.
  • Employee pension matching programme.
  • Private health and dental insurance.
  • Paid parental leave.
  • Additional leave days, including study assistance, celebration days, and volunteering.
  • 25 days of holiday plus bank holidays.
  • Income protection scheme for long-term illness or injury.
  • Weekly office lunches, social gatherings, and industry events.

Interested in this position?

Apply directly on the company website

Apply Now

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