Senior Customer Success Manager, SMB
Deel
CloudSQL
Job Level
Senior
Tech Stack
CloudSQL
About the role
- Serve as the face and voice of Deel for clients, building genuine and durable customer relationships
- Convert customer relationships into opportunities for long-term revenue growth
- Act as trusted advisor providing strategic guidance on operational and product-related issues
- Champion customer needs internally and prioritize product/operational feedback
- Focus on a smaller number of high-value strategic accounts and build strategy for large accounts
- Proactively identify and mitigate risks; rally internal stakeholders to address issues promptly
- Develop deep understanding of customers' business, hiring plans, and success outcomes; create success plans
- Host regular business reviews and drive adoption of platform features to improve retention
- Write and iterate standard operating procedures and own procedures for specific customer types
- Coordinate cross-functionally and project manage internal stakeholders to deliver priority items on time
- Dive into data for insights and synthesize findings into actionable recommendations
- Deliver a high-quality day-to-day customer experience and ensure timely completion of customer requests
Requirements
- Minimum of 6+ years of relevant work experience, including client facing experience
- Previous experience in at least one of: fast growth startup, top-tier management consulting, investment banking, or private equity
- Relationship builder who remains calm and collected when facing crisis or criticism
- Quantitatively-inclined and data savvy; ability to draw insights from complex data sets
- Reliable, motivated self-starter with a growth mentality and ability to work in fast-paced environments
- Solid track record of achievement (delivered quantifiable business impact or quick responsibility uptake)
- Strong analytical foundation with ability to manipulate and synthesize data
- Curious by nature and interested in making an impact
- Ability to write and iterate on standard operating procedures
- Able to own and build procedures from implementation to sustainment
- Coordinate with internal stakeholders to ensure timely response and completion of customer requests
- Ability to drive adoption of platform features to improve customer experience and retention
- Ability to host regular business reviews and build relationships with senior stakeholders
- Ability to proactively identify and mitigate customer risk
- Ability to prioritize product/operational requirements and project manage delivery
- Able to speak, read, and write English fluently
