At a Glance
- Tasks: Manage customer success for mid-market clients and ensure a seamless experience.
- Company: Join Deputy, a global SaaS company transforming workforce management.
- Benefits: Flexible work, employee share ownership, health insurance, and generous leave policies.
- Other info: Dynamic startup environment with opportunities for growth and collaboration.
- Why this job: Make a real impact by helping businesses thrive and supporting frontline workers.
- Qualifications: 3+ years in B2B customer success or relationship management, strong communication skills.
The predicted salary is between 50000 - 65000 £ 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. 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. 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.
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.
- 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.
- 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.
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.
- Connect over weekly office lunches, social gatherings and industry events.
Deputy believes in equal opportunity and that inclusiveness and diversity promotes innovation.
