Senior Customer Success Manager

Deputy is a global SaaS workforce management company with hubs in Sydney, Melbourne, San Francisco, and London, plus team members working remotely across the United States.

As a Senior Customer Success Manager (Senior CSM) at Deputy, you are the trusted strategic partner and customer advocate for a dedicated portfolio of high-value Mid-Market and Enterprise customers.

Role Overview

You engage during implementation by shadow-managing alongside Professional Services,ensuring seamless alignment, intervening proactively if roadblocks arise, and taking formal ownership at Go-Live.

Across the customer lifecycle, you drive adoption, mitigate churn risk, lead strategic EBRs, and partner closely with Account Management to identify and qualify expansion opportunities.

Key Responsibilities

1. Implementation Partnership & Lifecycle Transition

• Implementation Shadow-Management: Actively shadow-manage accounts during the onboarding and implementation phase alongside Professional Services.
• Go-Live Handoff: Lead a frictionless transition from implementation to steady-state operations.

2. Strategic Account Ownership & Relationship Management

• Trusted Advisor: Build and nurture multi-threaded relationships across executive and operational leadership.
• Mutual Success Planning: Co-create, maintain, and execute customer-specific Mutual Success Plans.
• Executive Business Reviews (EBRs / QBRs): Prepare and facilitate high-impact business reviews.
• Customer Advocacy & Proof Points: Cultivate referenceable customer relationships.

3. Product Adoption, Enablement & Ecosystem Navigation

• Drive Depth of Adoption: Monitor portfolio usage telemetry, guiding customers on best practices.
• Tech Ecosystem Alignment: Comfortably navigate and advise on enterprise software ecosystems.
• Strategic Enablement: Conduct tailored consultative workshops and optimization sessions.
• Internal Feedback Loop: Synthesize customer feedback, recurring friction points, and feature requests.

4. Retention & Proactive Risk Mitigation

• Churn Prevention & Health Tracking: Continuously evaluate account health scores, platform telemetry, and support ticket trends.
• Escalation Management: Act as the senior point of escalation for complex account issues.
• Renewal Partnership: Partner proactively with Account Managers.

5. Growth, Expansion & Commercial Partnership

• Expansion Identification: Uncover organizational changes, new business units/locations, or unmet operational workflows.
• Pipeline Enablement: Scope and qualify expansion leads.

6. Team Leadership & Operational Excellence

• Mentorship: Provide coaching, deal support, and onboarding guidance.
• Playbooks & Tooling: Contribute to internal CS best practices.

What You Bring (Qualifications)

• Experience: 5 to 8+ years of B2B SaaS Customer Success or Strategic Account Management experience.
• Ecosystem Acumen: Strong comfort understanding and navigating SaaS tech ecosystems.
• Executive Presence: Proven track record of leading high-stakes meetings, workshops, and EBRs.
• Process & Tooling Fluency: Hands-on experience working with modern CS and CRM tech stacks.
• Problem-Solving Rigor: Demonstrated ability to step into complex or stalled customer situations.
• Domain Knowledge: Direct background in Workforce Management (WFM), HR tech, payroll, or time-and-attendance platforms.

Key Performance Indicators (KPIs)

• Net Dollar Retention (NDR) & Gross Retention Rate (GRR): Achieve portfolio retention targets.
• Platform Utilization & Health: Maintain target health scores and active feature utilization.
• Executive Engagement: Execution rate and quality score for scheduled BRs and active Mutual Success Plans.
• Customer Satisfaction: Achieve portfolio-level CSAT and stakeholder NPS targets.
• Expansion Pipeline Generated: Total qualified expansion pipeline.

Work Environment & Travel

• Work Model: Remote
• Travel Requirements: 10% to 15% travel required.

Additional Information

• Enjoy a flexible work policy.
• Own a piece of Deputy through our Employee Share Ownership Plan (ESOP).
• Take paid parental leave.
• We’ll match your 401k contributions.
• Access mental health support.
• Get comprehensive health benefits.
• Use our commuter reimbursement program.
• Take additional leave days.