Customer Success Manager SMB

📋 Description

• • As a Customer Success Manager SMB at Deputy, you will play a pivotal role in driving customer retention, satisfaction, and growth for small and medium-sized businesses using Deputy’s workforce management platform. Your work directly impacts the success of frontline workers and the operational efficiency of businesses across industries such as hospitality, retail, healthcare, and logistics. By ensuring customers achieve their desired outcomes with Deputy, you contribute to the company’s mission of improving the world of work for hourly employees globally.
• • You will own the end-to-end customer journey for your assigned SMB portfolio, focusing on onboarding, adoption, expansion, and renewal. This includes conducting tailored onboarding sessions to configure Deputy for each client’s unique scheduling, time tracking, and compliance needs; providing ongoing training and best practice guidance to administrators and end-users; monitoring product usage and health scores to identify at-risk accounts; and proactively engaging customers to drive feature adoption and maximize ROI. You will also identify opportunities for upsell or cross-sell of additional Deputy modules (such as Deputy Analytics or Deputy Payroll) and collaborate with the sales team to pursue expansion opportunities.
• • Day-to-day responsibilities include managing a portfolio of 50–70 SMB customers, conducting quarterly business reviews (QBRs) to align on goals and performance, resolving escalations in partnership with support and product teams, gathering customer feedback to inform product improvements, and maintaining accurate records in CRM systems (e.g., Salesforce). You will leverage data from Deputy’s platform to demonstrate value, such as reduced labor costs, decreased overtime, or improved shift coverage, and use AI-powered insights to anticipate customer needs and personalize outreach.
• • You will be part of a global, remote-first Customer Success team that values collaboration, empathy, and innovation. The team operates across time zones with hubs in London, Sydney, Melbourne, and San Francisco, fostering a culture of knowledge sharing and continuous improvement. Deputy’s commitment to being an AI-native company means you’ll have access to AI tools that help automate routine tasks, surface customer health indicators, and generate personalized communication drafts — allowing you to focus more on strategic relationship-building and problem-solving.
• • In this role, you will develop deep expertise in SaaS customer success, workforce management technologies, and SMB business operations. You’ll sharpen your skills in consultative selling, data-driven storytelling, and cross-functional collaboration while gaining exposure to AI-enhanced workflows. Success in this role can lead to advancement into senior customer success positions, team leadership, or specialization in areas like customer advocacy, product adoption, or enterprise expansion — all within a fast-growing, mission-driven unicorn company dedicated to empowering hourly workers worldwide.