Customer Success Manager, Mid Market

2 weeks ago

Melbourne, 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 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 or remote environment at Deputy. We do have an office in Melbourne, should you wish to use it.

**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**:
Our mid-market customer segment is rapidly growing. As a Customer Success Manager, Mid-market, you will manage the success for a portfolio of high-growth mid-market customers. Your primary focus will be enabling your portfolio of customers to accomplish their desired business outcomes with a journey that leaves them delighted with their experience.

You will become a trusted advisor to your clients, with regular touch points that build confidence and a relationship with the Deputy platform. You will understand your customers' businesses and core needs to easily identify new ROI and adoption opportunities. You will work closely with the Sales, Product, and Marketing organisations to build customer advocacy and ensure retention of your book business.

**Key Responsibilities**:

- Identify and proactively engage with your customers one on one at key moments of the customer lifecycle to prevent churn, handle escalations, uncover strategic growth opportunities, drive success and empower them to grow on the Deputy platform
- Drive an increase of adoption (Health Score), and NDR (Net Dollar Retention) for your customers
- Be a trusted advisor to customers by consulting on Deputy and the trends in workforce management, the 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

**Your Experience**:

- 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.
- Relevant work experience or Bachelor's degree
- 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 a CRM system
- Enjoys working in a fast paced, ever changing startup 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 dif

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