At a Glance
- Tasks: Manage customer success for mid-market clients and ensure a seamless experience.
- Company: Join Deputy, a global SaaS company transforming the world of work.
- Benefits: Flexible work policy, employee share ownership, health insurance, and generous holiday.
- 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, ideally in SaaS or related fields.
The predicted salary is between 40000 - 50000 £ per year.
Deputy is a global Saa S 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 and Account Management functions
- Collaborate on high-priority internal projects that evolve the Customer Success function to better meet our customers needs
Who you are...
- 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
- Employee Perks
- 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
Deputy believes in equal opportunity and that inclusiveness and diversity promotes innovation.
Our global team members are from a variety of cultures.
And we welcome different perspective and skills.
#LI-Hybrid
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Success Manager - 12 month FTC Mat Leave Cover in Newtownabbey
✨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 Grabjobs.
✨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 Grabjobs. 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 Newtownabbey
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 Grabjobs.
How to prepare for a job interview at Grabjobs
✨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 Grabjobs'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 Grabjobs 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!
