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Customer Success Manager, SMB

Posted 2024-09-13

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💎 Seniority level: Junior, 2+ years

📍 Location: San Francisco Bay Area, New York City, outside San Francisco Bay Area or New York City

💸 Salary: $69,000 - $79,000 per year, $83,000 - $95,000 per year

🔍 Industry: SaaS, workforce management, time & attendance

🗣️ Languages: English

⏳ Experience: 2+ years

🪄 Skills: LeadershipSalesforceCross-functional Team LeadershipCommunication SkillsAnalytical SkillsCollaborationMicrosoft Excel

Requirements:
  • 2+ years with relevant customer-facing experience in a B2B customer success or a relationship management role.
  • Experience preferably from SaaS, cloud, marketing, media, payroll, HR, or time & attendance industries.
  • Bachelor's degree or relevant work experience.
  • Experience managing a large portfolio of customers.
  • Passionate about being the voice of the customer internally.
  • Ability to understand client objectives and think strategically.
  • Comfortable testing new approaches to enhance customer engagement.
  • Excellent written and verbal communication skills, including telephone and web presentation skills.
  • Strong technical aptitude and excellent computer skills.
  • Previous use of Salesforce or similar CRM system.
  • Ability to work in a fast-paced, ever-changing environment.
  • Ability to travel as needed.
Responsibilities:
  • Manage the success of our Small Business customers.
  • Enable customers to achieve desired business outcomes with the Deputy platform at scale.
  • Drive product adoption with customers by analyzing customer data.
  • Identify targeted outreach campaigns to increase platform utilization and retention.
  • Engage proactively with customers to prevent churn.
  • Collaborate with Sales, Product, and Marketing to identify growth opportunities.
  • Conduct webinars, email campaigns, and create engaging content.
  • Represent the voice of the customer internally to improve satisfaction.
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