Customer Success Manager, Smb

2 months ago

Sydney, Australia Hatch Full time

** This role is at Deputy (not for Hatch)**

Hatch is supporting Deputy to find a great Customer Success Manager, SMB 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 Deputy.

**About the role at Deputy**

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.

**Seniority**

**Junior** - A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.

**Responsibilities**
- Adoption and Success Management - Support customers gain value from the product / service. Including check-ins, training, addressing blockers to adoption, and providing best practice advice
- Customer Advocacy and Feedback - Advocate for customers by providing feedback to internal teams on how to better meet customer needs
- Account Retention and Expansion - Proactively identify opportunities for expansion and limit risk of churn by collaborating with clients to deliver on actions

**Strengths**
- Service orientation - Actively seeks and develops strategies to help key stakeholders
- Problem solving - Identifies problems and develops logical solutions that address the problems
- Collaboration - Works with others by being open, clear in communication and listening to achieve goals

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 Deputy.

We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.

**Salary**: $60,000.00 - $120,000.00 per year

Work Location: One location

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