Customer Success Manager, Smb

4 days ago

Sydney, Australia Deputy Full time

At Deputy we’re on a mission to change the way the world works & we are looking for fantastic people to help us do that. Our mission is to simplify shift work, with a future state vision to enable thriving workplaces in every community.

Deputy is a SaaS Workforce Management Product company. HQ'd in Sydney (AU), with offices also in Melbourne, London (UK), Atlanta and San Francisco (USA). We’ve helped hundreds of thousands of people across all industries in 70+ countries save time and money managing their hourly workforce so they can focus on what they do best, and be amazing.

We have a hybrid working environment. #LI-Remote #LI-Hybrid

**The Team**:

- Our Customer Success team is passionate, creative, and customer-centric. We help advise and guide a wide variety of global customers from industries like healthcare to entertainment to retail and many more. Our key focus is empowering customers to utilise Deputy’s tools to achieve strategic outcomes and help them grow their businesses into thriving workplaces. As a team we value the diverse perspectives and experiences each team member brings to the table and are looking for individuals who are passionate about having a huge part in building a best in class experience for our customers.

**The Role**:

- As a
**Customer Success Manager, SMB**, you will manage the success of our Small Business customers. Your primary focus will be enabling your customers to accomplish their desired business outcomes with the Deputy platform at scale. Internally you will represent the voice of the customer and partner with cross-functional teams to ensure that we consistently deliver success to our customers. You will be responsible for driving product adoption with your customers by analysing customer data to help determine targeted outreach campaigns that drive an increase in overall platform utilisation and retention. You will find proactive opportunities to engage with your customers 1 on 1 in order to prevent churn and help drive their success. You will have close collaboration with the Sales, Product, and Marketing organisations to identify strategic growth opportunities and key customer trends.

**Key Responsibilities**:

- 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
- Focus to increase key metrics like Adoption (Utilisation Score), Net Promoter Score (NPS), Expansion, and Net Revenue Retention (NRR) across the SMB customer segment
- Advocate for the customers by representing customer feedback internally to improve customer satisfaction and success on the platform
- Be a trusted advisor to customers by consulting on Deputy and the trends in workforce management, time & attendance industry and the wider ecosystem
- Collaborate on key internal projects that evolve the Customer Success function to better meet our customers needs

**Qualifications**:

- 2+ 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 for a large portfolio of customers
- 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 environment
- Ability to travel as needed

**Why join?**
- Australian Hyper-Growth Startup - Head Office in Sydney
- Why IVP Invested in Deputy
- Deloitte's #21 Fastest Growing Technology Startups in Aus 2018
- Raised $111M Series B Round led by IVP, OpenView (our Series A investor), Square Peg Capital and EVP.
- Global Growth across APAC, America and EMEA.

**Perks**
- Share Options
- Paternity/Maternity Leave Policies
- Personal Learning & Development Fund
- Flexible Work Policy
- Company wide Development & Coaching
- Hackathons
- Awards - "Your Time to Shine & Celebrate Success"
- Social Events & variety of social clubs (Books, LGBT, Games, Sports)
- Mental Health Support
- Munch & Learns

**Our mission**
- At Deputy we’re on a mission to change the way the world works. Since 2008 over 200 million shifts have been rostered on Deputy, in over 90 countries, and across 245 different industries.

We’re making it easier for businesses a

  • Customer Success Manager

    7 months ago

    Sydney, Australia UpGuard Full time

    **Why are we hiring for this role?** As a Customer Success Manager, you'll work closely with other CS team roles and cross-functionally with other departments, and you’ll report to the Lead CSM. You’ll be proactive in driving product value and success for our customers, analyzing the causes of their greatest pain points, and working closely to mitigate...

  • Customer Success Manager, Smb

    4 days ago

    Sydney, Australia Deputy Full time

    At Deputy we’re on a mission to change the way the world works & we are looking for fantastic people to help us do that. Our mission is to simplify shift work, with a future state vision to enable thriving workplaces in every community. Deputy is a SaaS Workforce Management Product company. HQ'd in Sydney (AU), with offices also in Melbourne, London (UK),...

  • Customer Success Manager- Smb, Apac

    7 months ago

    Sydney, Australia Klaviyo Full time

    The Growth Success Manager will join a team focused on nurturing the growth and retention of Klaviyo's SMB customers. You thrive on data. Supporting a customer base of thousands of emerging eCommerce brands, you'll identify segments that need support and development, and work with the team to drive adoption and success for those customers. The GSM is...

  • Customer Success Manager

    2 months ago

    Sydney, Australia Genesys Full time

    Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce...

  • SMB Customer Success Engineer

    1 month ago

    Sydney, Australia Procore Technologies Full time

    Job DescriptionWe’re looking for a Customer Success Engineer (CSE) to build, retain, and grow our Small to Medium Business client base.In this role, you’ll partner with an Account Manager, applying best practices and solutions as the product champion of Procore and serve as a subject matter expert. You will succeed in this role when the customer succeeds...

  • Smb Account Manager, Outbound

    7 months ago

    Sydney, Australia Afterpay Full time

    **Company Description**: - Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together. - So we expanded into software and started building integrated, omnichannel...

  • Smb Account Manager, Outbound

    7 months ago

    Sydney, Australia Afterpay Full time

    Company Description Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together. So we expanded into software and started building integrated, omnichannel...

  • Smb Account Manager, Outbound

    7 months ago

    Sydney, Australia Afterpay Full time

    Company Description Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together. So we expanded into software and started building integrated, omnichannel...

  • Smb Commercial Manager

    1 month ago

    Sydney, Australia PayPal, Inc. Full time

    SMB Commercial Manager **The Company** PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy. We operate a global,...

  • Account Executive

    3 weeks ago

    Sydney, Australia Relevance AI Full time

    Our low-code platform helps people build an AI Workforce consisting of AI Agents autonomously performing various functions. We enable companies to completely automate manual work with Agents, for example, outbound lead generation with our BDR agent (you'll get leads booked in by it ). For the first time ever, teams are only limited by their ideas instead of...

  • Manager, Smb Sales

    4 months ago

    Sydney, Australia Rippling Full time

    **About Rippling** Rippling is the first way for businesses to manage all of their HR & IT—payroll, benefits, computers, apps, and more—in one unified workforce platform. By connecting every business system to one source of truth for employee data, businesses can automate all of the manual work they normally need to do to make employee changes. Take...

  • Small & Medium Businesses (Smb) Segment Lead

    4 days ago

    Sydney, Australia Microsoft Full time

    **Why Microsoft**: Our love for innovation, technology and doing meaningful work, is at the heart of everything we do at Microsoft ANZ. It is a shared passion that inspires our team and customers to think bigger. Microsoft Advertising is a multi-billion dollar worldwide Sales, Marketing and Services organization on the cutting edge of the digital...

  • Sales Manager

    8 months ago

    Sydney, Australia Netlogix Full time

    Netlogix is a digital freight management platform helping businesses to simplify their complex freight task. We use smart technologies to create sustainable transport solutions that benefit shippers, carriers and our communities. We’re on a mission to disrupt the traditional freight model and are proud industry leaders in the future of freight. With...

  • Customer Success Manager

    7 months ago

    Sydney, Australia Talent International Full time

    australia sydney permanent au$90000 - au$105000 per annum + + super + commissions- Product sells itself - less than a 2% churn rate annually! - Hybrid working arrangement on offer. - 2x permanent vacancies within the Customer Success Division. An industry leading, dynamic company that specialises in creating innovative solutions for enhanced end user...

  • Customer Success Manager

    7 months ago

    Sydney, Australia Talent International Full time

    australia sydney permanent au$90000 - au$105000 per annum + + super + commissions- Product sells itself - less than a 2% churn rate annually! - Hybrid working arrangement on offer. - 2x permanent vacancies within the Customer Success Division. An industry leading, dynamic company that specialises in creating innovative solutions for enhanced end user...

  • Smb Account Manager, Outbound

    6 months ago

    Sydney, Australia Hatch Full time

    ** This role is at Afterpay (Square) (not for Hatch)** Hatch is supporting Afterpay (Square) to find a great SMB Account Manager, Outbound to join their Sales and Customer Success team. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Afterpay...

  • Smb Growth Manager

    6 months ago

    Sydney, Australia Uber Full time

    **#GreatMindsDon'tThinkAlike **At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts. **About the...

  • Smb Account Manager

    7 months ago

    Sydney, Australia Hatch Full time

    ** This role is at Afterpay (Square) (not for Hatch)** Hatch is supporting Afterpay (Square) to find a great SMB Account Manager - PSMB to join their Sales and Customer Success team. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Afterpay...

  • Customer Success Manager

    3 months ago

    Sydney, Australia PayPal, Inc. Full time

    Customer Success Manager **The Company** PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy. We operate a...

  • Account Manager, Premium Smb

    7 months ago

    Sydney, Australia Afterpay Full time

    **Company Description**: - Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together. - To solve this problem, we expanded into software and built integrated...