Deel

Senior Customer Success Manager, MM

Deel

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

Tech Stack

SQL

About the role

  • Accounts: The Senior CSM will focus on a smaller number of high-value strategic accounts. Develop and execute comprehensive account strategies for long-term success.
  • Risk: Proactively identify risks before they happen. Rally and project management internal stakeholders to address customer issues in a timely manner to optimize customer sentiment.
  • Relationships: Build relationships with senior stakeholders. Develop a deep understanding of the customer's business, hiring plans, and the outcomes that will define the success of the partnership. Then put a success plan in place to maximize the customers’ experience. Host regular business reviews to review the partnership.
  • Product: Be the voice of the customer by collecting product and operational feedback. CSM should prioritize requirements based on risk, urgency, and revenue impact + project manage internal stakeholders to deliver priority items in a timely manner while setting appropriate expectations with the customer along the way.
  • Responsible for providing a high-quality experience to our customers on a day-to-day basis.
  • Coordinate with internal stakeholders to ensure timely response and completion of customer requests.
  • Drive adoption of platform features that will lead to a better customer experience and better retention.

Requirements

  • You have a minimum of 6+ years of relevant work experience, including client-facing experience
  • Have previous experience in at least one of the following: fast-growth startup, top-tier management consulting, investment banking, or private equity
  • Relationship builder who remains calm and collected when facing a crisis or criticism and celebrates partners’ successes with them
  • Quantitatively inclined and data savvy; you may not be a SQL expert, but you enjoy drawing quick, insightful conclusions from complex data sets, asking critical questions, and synthesizing raw numbers into simple, actionable recommendations
  • A reliable, motivated self-starter with a passionate growth mentality. You enjoy fast-paced environments, aren’t deterred by setbacks or pivots, and thrive in roles requiring a very high degree of responsibility
  • Have a solid track record of achievement - e.g., had success in a top-tier company, delivered quantifiable business impact, quickly assumed responsibilities, or won competitive awards
  • Have a strong analytical foundation with the ability to manipulate and synthesize data
  • Are curious by nature and interested in making an impact
Benefits
  • Stock grant opportunities dependent on your role, employment status and location
  • Additional perks and benefits based on your employment status and country
  • The flexibility of remote work, including optional WeWork access
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisproject managementcustomer success managementrisk managementaccount strategy developmentquantitative analysisdata synthesisbusiness impact measurement
Soft Skills
relationship buildingcrisis managementcalm under pressureself-startergrowth mentalityadaptabilityanalytical thinkingcuriosity