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DeputySenior Customer Success Manager
Deputy is a global SaaS workforce management company that develops software for frontline hourly workers across various industries. The organization serves numerous workplaces worldwide and aims…
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About This Role
Deputy is a global SaaS workforce management company that develops software for frontline hourly workers across various industries. The organization serves numerous workplaces worldwide and aims to simplify shift work and improve workplace productivity. As an AI-native company, Deputy encourages team members to utilize artificial intelligence tools to solve problems and streamline daily operations. The organization is currently seeking a Senior Customer Success Manager to join the customer success team…
Job Description
Deputy is a global SaaS workforce management company that develops software for frontline hourly workers across various industries. The organization serves numerous workplaces worldwide and aims to simplify shift work and improve workplace productivity. As an AI-native company, Deputy encourages team members to utilize artificial intelligence tools to solve problems and streamline daily operations.
The organization is currently seeking a Senior Customer Success Manager to join the customer success team on a 12-month fixed-term contract. This position serves as a strategic partner and advocate for a dedicated portfolio of Mid-Market and Enterprise clients. The role involves working alongside Professional Services during client onboarding, guiding product adoption, mitigating churn risk, leading executive business reviews, and collaborating with account management to identify growth opportunities.
This role suits professionals with extensive background in customer success or strategic account management who possess strong technical aptitude and executive presence. Candidates must be comfortable navigating software ecosystems and resolving complex client challenges.
Responsibilities
- Shadow-manage accounts during the onboarding phase alongside Professional Services to ensure alignment and mitigate risk
- Lead smooth transitions from implementation to steady-state operations at Go-Live
- Build multi-threaded relationships with executive and operational leadership
- Co-create and execute client-specific Mutual Success Plans aligned with business objectives
- Prepare and facilitate Executive Business Reviews to showcase value and review metrics
- Monitor portfolio usage telemetry and guide clients to deepen adoption of core and advanced modules
- Advise on enterprise software ecosystems and troubleshoot workflows involving HRIS, payroll, and point of sale integrations
- Evaluate account health scores and support ticket trends to detect indicators of risk and prevent churn
- Partner with Account Managers ahead of renewals to ensure predictable contract renewals
- Identify expansion opportunities and qualify leads before passing them to Account Managers
- Provide coaching, deal support, and onboarding guidance to Associate and Mid-level CSMs
Requirements
- Possess 5 to 8+ years of B2B SaaS Customer Success or Strategic Account Management experience
- Bring at least 2+ years of experience managing Mid-Market or Enterprise accounts
- Demonstrate strong comfort with SaaS tech ecosystems, integration touchpoints, and data flows
- Have hands-on experience using CRM and customer success tech stacks such as Salesforce, Vitally or Gainsight, Jira, and Slack
- Show a proven track record of leading high-stakes meetings and executive business reviews with senior leadership
- Be able to travel 10% to 15% of the time for on-site executive reviews, workshops, and company offsites
Qualifications
- Hold direct background experience in workforce management, HR technology, payroll, or time-and-attendance platforms
Core Skills
Benefits
- Receive a work-from-home stipend through a flexible work policy
- Participate in the Employee Share Ownership Plan
- Take paid parental leave
- Receive 401k contribution matching
- Access mental health support through Spring Health
- Utilize comprehensive health benefits and a commuter reimbursement program
- Take 20 paid time off days alongside additional leave for study assistance, celebration days, and volunteering
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the employment type for this position?
This role is a 12-month fixed-term contract.
What is the remote work policy?
The posting indicates that the work model is remote, with team members working remotely across the United States and globally.
Is travel required for this role?
Yes, travel is required between 10% and 15% of the time for on-site Executive Business Reviews, high-priority customer workshops, and occasional company offsites.
What is the salary for this position?
The salary is not stated in the job posting.
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