Senior Director of Global Customer Success

Deputy

Location: San Francisco, California

Job Type: Full time

Last updated

Be brave, not perfect.
- Reshma Saujani

At Deputy we’re on a mission to change the way the world works & we are looking for fantastic people to help us do that. Our mission is to simplify shift work, with a future state vision to enable thriving workplaces in every community.

Deputy is a SaaS Workforce Management Product company. HQ'd in Sydney (AU), with offices in Melbourne, London (UK), Atlanta and San Francisco (USA). We’ve helped hundreds of thousands of people across all industries in 70+ countries save time and money managing their hourly workforce so they can focus on what they do best, and be amazing.

Currently, our employees are predominately working from home and this role will also be remote for the time being. We anticipate employees will be returning to the office, in a flexible capacity, during 2021 as appropriate & when it is safe to do so.

The Role:

Deputy is looking for a Senior Director of Customer Success to lead our global Customer Success. The candidate will be responsible for creating and executing on a strategic vision designed to maximize client outcomes, retain and expand portfolio revenue, create evangelism, and accelerate company growth. Scope of responsibility will include retention and expansion. The role requires close alignment with cross-functional leaders to drive a company-wide culture of client success. The candidate will be responsible for managing Deputy’s entire portfolio of clients across APAC, EMEA, and AMER. This role requires building effective services, programs, and systems that leverage both people and automation to support a wide variety of client sizes and industry verticals. This role will focus on evolving our current processes to scale at hyper-growth speed.

Key Responsibilities

  • Define and own the entire post-implementation customer lifecycle - implement best practices, map customer journey, identify opportunities for listening points and interventions
  • Inspire client success across the company - create company-wide culture focused on customer success across the organization (Marketing, Product, Sales, Finance, Executive)
  • Developing and implementing processes that positively influence key client business metrics, uncovering at-risk client situations and acting quickly to avoid attrition
  • Develop and deploy strategies aimed at influencing future customer lifetime value through higher product adoption, customer satisfaction/NPS, and overall health scores
  • Work closely with other internal client-facing teams to ensure consistency and focus on client outcomes through all post-sale touch points
  • Design and implement renewal and upsell programs to support continuous growth, expansion and retention
  • Define, and manage all operational metrics for the Customer Success Management organization from high level KPIs to individual scorecards at all levels
  • Align closely with Account Management and CX implementation teams to ensure no gaps in the customer journey
  • Build and maintain a high performance culture through coaching, recruiting, and performance management. Set and maintain a high talent and performance bar in the organization.
  • Qualifications

  • Minimum 8 years experience in leading customer-facing organizations
  • Expert level understanding of value drivers in recurring revenue business models
  • Background of post-sale experience required
  • Strong empathy for customers AND passion for revenue and growth
  • Analytical and process-oriented mindset
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Relevant Bachelor’s degree; preference for computer science or related degrees
  • PERKS

    -Employee Stock Ownership
    -Competitive Compensation Packages
    -Annual Development Budget
    -Fully Paid Health benefits (for individuals)
    -Company outings
    -Commuter Reimbursement Program
    -Flexible Work Schedule


    WHY JOIN DEPUTY?

    Check out why our customers love us GetApp and G2Crowd.

    Deputy believes in equal opportunity and that inclusiveness and diversity promotes innovation. Our global team members are from a variety of cultures. And we welcome different perspective and skills.

    Interested? Apply now

    You’ve got this!