Remote Customer Success Manager - FTC Mat Leave Cover

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 Role (12-Month Fixed-Term Contract – Maternity Leave Cover)

We are seeking a Customer Success Manager to join us on a 12-month fixed-term contract to cover a maternity leave. In this role, you will manage the success of a portfolio of mid-market customers, ensuring continuity, stability, and a seamless experience throughout the contract period.

Your primary focus will be enabling your customers to achieve their desired business outcomes, delivering a journey that leaves them delighted with their experience. You will act as a trusted advisor, maintaining regular touchpoints that build confidence and strengthen relationships with the Deputy platform.

You will develop a deep understanding of your customers' businesses and core needs, identifying opportunities to drive ROI and increase product adoption. Working closely with Sales, Product, and Marketing, you will help foster customer advocacy and ensure strong retention across your portfolio during this important coverage period.

What you'll be doing...

• Identify and proactively engage with your customers one on one at key moments of the customer lifecycle to prevent churn, handle escalations, drive success and empower them to grow on the Deputy platform
• Drive an increase of Adoption (Utilisation Score), Expansion, and NRR (Net Revenue Retention) for your customers
  
  Own renewal conversations with customers to strengthen the partnership between the customer and Deputy
• Leverage data to identify trends and opportunities to engage with customers 1 on 1 to solve adoption challenges, increase retention, uncover strategic growth opportunities, and address general customer concerns and feedback
• Be a trusted advisor to customers by consulting on Deputy and the trends in workforce management, 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

Who you are...

• 3+ 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.
• Experience managing and driving success at scale in a portfolio of 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…