Customer Success Manager, SMB

13 hours ago

Remote Australia Deputy Full time $80,000 - $120,000 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. 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 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 You will become a trusted advisor to your clients, with regular touchpoints 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. 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
  • Drive growth of your portfolio via add-on and seat upsell opportunities based on your deep understanding of your accounts and their business needs.
  • 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
Skills & 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 small - 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
Employee Perks
- Enjoy a flexible remote-first work policy (with a work-from-home stipend to set you up for success) - Own A piece of Deputy via our Employee Share Ownership Plan (ESOP)  - Take paid parental leave to support you and your family  - Stay protected with Group Salary Continuance Insurance - Access support through our Employee Assistance Program - Enjoy additional leave days — including  study assistance, celebration days and volunteering - Join our global working groups focused on collaboration, belonging and connection - Get creative at our annual Hackathons - Take advantage of our novated leasing for electric vehicles, internet reimbursement and more

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

  • Account Manager, APAC SMB Healthcare

    1 week ago

    Remote, Australia Hyland Software Full time $90,000 - $120,000 per year

    OverviewWe are adding a net new logo focused Account Manager to join our APAC Healthcare Sales team. In this "hunter" role, you will be responsible for driving net new business in the SMB space for the Healthcare market in the ANZ region by developing and maintaining relationships with prospective new healthcare customers with the objective of consistently...

  • Customer Success Manager

    10 hours ago

    Remote (Australia) Nerdio Full time $80,000 - $120,000 per year

    What you'll doAs a Customer Success Manager, you will work daily with our customer accounts, in partnership with the wider Customer Success and Nerdio team:Manage a book of Corporate accounts, aiming for a retention rate of 90% or higher, and proactively identify opportunities for revenue expansion. Own the negotiation process for contract renewals and...

  • Customer Success Manager

    10 hours ago

    Australia - Remote Energy Exemplar Full time $120,000 - $180,000 per year

    About the Position As a member of the Asia Pacific (APAC) Sales team, the Customer Success Manager will be responsible for managing existing customer engagements with a clear focus on customer retention and increasing revenue for the business via price increases and through upsell and cross sell initiatives. The Customer Success Manager will also be...

  • Customer Success Manager

    11 hours ago

    Australia - Remote Energy Exemplar Full time $90,000 - $120,000 per year

    About Energy ExemplarIn an era where the world is rapidly advancing towards a cleaner future through decarbonization, Energy Exemplar's mission lies in 'Empowering Transformative Energy Decisions'. Founded in 1999 in Adelaide, Australia, our award-winning software portfolio encompassing the modeling and simulation platform PLEXOS, Aurora, and Adapt2, is...

  • Sr. Customer Success Manager

    10 hours ago

    Remote Australia Tealium Full time $140,000 - $170,000 per year

    When applying for roles at Tealium, please use our official careers page or LinkedIn company profile. All other sites where Tealium careers may appear may not be legitimate.WHO WE ARETealium is the trusted leader in real-time Customer Data Platforms (CDP), helping organizations unify their customer data to deliver more personalized, privacy-conscious...

  • Senior Director, Customer Success, APAC

    2 days ago

    Remote - Sydney, Australia Deputy Full time $120,000 - $200,000 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. 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...

  • Manager, Customer Success, Strategic Accounts

    12 hours ago

    Remote - Australia HubSpot Full time $120,000 - $180,000 per year

    As the Manager of the Customer Success - Strategic Accounts team, you will be responsible for hiring, developing, coaching, and leading a team of Lead Customer Success Managers (CSMs) focused on helping HubSpot's Corporate customers grow better. You will partner cross-functionally with sales, contract management, onboarding, technical support, product, and...

  • Customer Success Analyst

    1 week ago

    Remote, Australia Cotiviti Full time $90,000 - $120,000 per year

    Overview:Join a leading healthcare analytics company, with a mission to improve the healthcare system through our combination of advanced technology, data analytics, and specialised expertise. We are looking for a Customer Success Analyst to join our fully remote team and become a key player in our customer relationships. This is an excellent opportunity for...

  • Customer Success Manager

    8 hours ago

    Australia - Sydney/Melbourne/remote Heidi Full time $120,000 - $180,000 per year

    Who are HeidiHeidi is building an AI Care Partner that supports clinicians every step of the way, from documentation to delivery of care.We exist to double healthcare's capacity while keeping care deeply human. In 18 months, Heidi has returned more than 18 million hours to clinicians and supported over 73 million patient visits. Today, more than two million...

  • Customer Success Director

    2 weeks ago

    Remote, Australia TruRating Australia PTY Full time $80,000 - $120,000 per year

    Role: Customer Success Account DirectorLocation: Australia (east coast)– 5 days a week working from home-**part-time/flexibility with fixed hours each day up to 20 hrs per week**.A small amount of travel is required.TruRating – be part of something which will change the world.Take the plunge. Live the dream. Do something which you know will touch the...