# Senior Customer Success Manager

**Company**: Deputy
**Location**: Remote - United States
**Work arrangement**: remote
**Experience**: senior
**Job type**: contract
**Salary**: USD 84,000-115,500 per-year-salary
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://jobs.lever.co/deputy/eb45bc71-e5c2-431d-bf70-8ca1bf085480?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/senior-customer-success-manager-20353fda-539/

## Description

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.

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## Skills

### Required
- B2B SaaS
- Customer Success
- Strategic Account Management
- SaaS tech ecosystems
- Executive Presence
- CS and CRM tech stacks
- Problem-Solving

### Nice to have
- Workforce Management (WFM)
- HR tech
- payroll
- time-and-attendance platforms

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Source: [Apply at jobs.lever.co](https://jobs.lever.co/deputy/eb45bc71-e5c2-431d-bf70-8ca1bf085480?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)