Deputy

Customer Success Manager – 12 month FTC Mat Leave Cover

Deputy

contract

Posted on:

Location Type: Remote

Location: United Kingdom

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Tech Stack

Cloud

About the role

  • Identify and proactively engage with your customers one on one at key moments of the customer lifecycle to prevent churn, handle escalations, drive success and empower them to grow on the Deputy platform
  • Drive an increase of Adoption (Utilisation Score), Expansion, and NRR (Net Revenue Retention) for your customers
  • Own renewal conversations with customers to strengthen the partnership between the customer and Deputy
  • Leverage data to identify trends and opportunities to engage with customers 1 on 1 to solve adoption challenges, increase retention, uncover strategic growth opportunities, and address general customer concerns and feedback
  • Be a trusted advisor to customers by consulting on Deputy and the trends in workforce management, 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

Requirements

  • 3+ 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.
  • Experience managing and driving success at scale in a portfolio of mid-sized accounts
  • Passionate about being the voice of the customer internally, and comfortable with working cross-functionally to drive customer outcomes
  • An ability to understand client objectives and think strategically/ creatively on ways to achieve them
  • Comfortable with testing new approaches to drive customer engagement and success throughout the customer lifecycle
  • Excellent written and verbal communication skills across all levels in a business, in particular a strong telephone presence and web presentation skills are all essential
  • Strong technical aptitude, excellent computer skills, and passion for technology
  • Previous use of Salesforce or similar CRM system
  • Enjoys working in a fast paced, ever changing startup environment
  • Ability to travel as needed
Benefits
  • Enjoy a flexible and hybrid work policy, with a dedicated office 1 minute walk from Farringdon Station
  • Own a piece of Deputy through our Employee Share Ownership Plan (ESOP)
  • Work from home stipend to help you get set up and succeed from home
  • Benefit from our employee pension matching programme
  • Access private health and dental insurance
  • Take paid parental leave to support you and your family
  • Enjoy additional leave days — including study assistance, celebration days and volunteering
  • 25 days’ holiday plus bank holidays
  • Feel secure with our income protection scheme for long-term absence due to illness or injury
  • Get involved with our global working groups; designed for collaboration, belonging and connection
  • Connect over weekly office lunches, social gatherings and industry events
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer successrelationship managementdata analysiscustomer engagementportfolio managementstrategic thinkingcreative problem solvingtechnical aptitudeCRM systemsimplementation support
Soft Skills
communication skillscross-functional collaborationcustomer advocacyadaptabilityproblem-solvingconsultative skillspresentation skillscustomer-centric mindsetteamworkpassion for technology