At a Glance
- Tasks: Manage customer success for mid-market clients, ensuring seamless experiences and driving product adoption.
- Company: Join Deputy, a global SaaS leader transforming workforce management for hourly workers.
- Benefits: Remote work, competitive salary, and the chance to make a real impact.
- Other info: Dynamic remote-first environment with opportunities for growth and development.
- Why this job: Be a trusted advisor and help businesses thrive while using innovative AI tools.
- Qualifications: Experience in customer success and strong relationship-building skills.
The predicted salary is between 40000 - 50000 £ per year.
Deputy is a global SaaS remote-first workforce management company with hubs in Sydney, Melbourne, San Francisco and London, plus team members working remotely across the United States. Our platform serves over 1.5 million workers and 375,000 workplaces across 100+ countries. We are backed by top global investors and recently achieved Unicorn status.
At Deputy, we’re improving the world of work, one shift at a time, for 80% of the world’s workforce: hourly workers. These are the dedicated employees who keep our world running – from baristas to nurses, cleaners to delivery drivers, florists to factory workers. Despite their vital role in society, most workplace technology has focused on those workers who sit behind a desk, but at Deputy, we transform the frontline. When businesses use Deputy, their workplaces thrive – the business is more profitable, compliant, and productive, while the workers are more engaged and happier at work.
We're becoming an AI-native company, a commitment that means you'll be empowered (and expected) to use AI tools and thinking in your day-to-day work. You'll have the training, support, and freedom to use AI responsibly and creatively to spark ideas, solve problems faster, and unlock new ways of working.
If you’re passionate about creating solutions that put people first and helping businesses and their teams thrive, join us at Deputy and make an impact where it matters most!
The Role (12-Month Fixed-Term Contract – Maternity Leave Cover)
We are seeking a Customer Success Manager to join us on a 12-month fixed-term contract to cover a maternity leave. In this role, you will manage the success of a portfolio of mid-market customers, ensuring continuity, stability, and a seamless experience throughout the contract period. Your primary focus will be enabling your customers to achieve their desired business outcomes, delivering a journey that leaves them delighted with their experience. You will act as a trusted advisor, maintaining regular touchpoints that build confidence and strengthen relationships with the Deputy platform. You will develop a deep understanding of your customers' businesses and core needs, identifying opportunities to drive ROI and increase product adoption. Working closely with Sales, Product, and Marketing, you will help foster customer advocacy and ensure strong retention across your portfolio during this important coverage period.
What you'll be doing...
- 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.
Remote Customer Success Manager - 12 month FTC Mat Leave Cover in London employer: Deputy
Deputy is an exceptional employer that champions a remote-first work culture, empowering employees to thrive in their roles while making a meaningful impact on the world of work. With a strong focus on employee growth and innovation, particularly through the integration of AI tools, Deputy offers a dynamic environment where Customer Success Managers can develop their skills and build lasting relationships with clients. Join us in our mission to transform the frontline workforce and enjoy the benefits of working for a Unicorn company that values its people and their contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Success Manager - 12 month FTC Mat Leave Cover in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Deputy.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Deputy. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Remote Customer Success Manager - 12 month FTC Mat Leave Cover in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Deputy.
How to prepare for a job interview at Deputy
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Deputy's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Deputy offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
