Director, Customer Success

Deputy is a global SaaS workforce management company headquartered in Sydney, San Francisco, and London. 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.

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

The Director of Customer Success is responsible for driving customer satisfaction, retention, and growth of our most valuable accounts by establishing and executing strategies to ensure our mid-market and Enterprise customers derive maximum value from our products/services. The ideal candidate will have a proven track record of building and scaling high-performing customer success teams, driving customer adoption and expansion, and fostering strong customer relationships. This role will report to the Global SVP of Customer Experience. 

The scope of this role includes working closely with cross-functional stakeholders, including product, account management, professional services, and sales for mid-market and enterprise customers that require a highly proactive, relationship-driven approach.

Responsibilities

• Develop and execute the overall Customer Success strategy, including driving expansion and customer health, aligning it with the company's goals and objectives. 
• Lead, mentor, and inspire a team, ensuring they have the tools, resources, and support to deliver exceptional results.
• Define and track key performance metrics (KPIs) related to customer satisfaction, retention, upsell/cross-sell, renewals, team performance, and customer advocacy.
• Drive customer adoption and value realization by collaborating closely with Sales, Product, Operations, Support, and Implementation teams to ensure successful onboarding, training, and ongoing support.
• Identify and capitalize on opportunities to expand revenue within existing accounts through upselling, cross-selling, and value-based selling strategies.
• Establish and maintain strong relationships with key stakeholders at customer organizations, serving as a trusted advisor and advocate for their success.
• Implement processes and systems to enhance operational efficiency, scalability, and customer insights within the Customer Success function.
• Stay informed about industry trends, best practices, and customer feedback to improve the customer experience and drive innovation continuously.
• Support the Professional services EMEA team as required with customer-related matters this may include escalations, supporting solutions needs, managing small deliverables, and other EMEA customer-impacting activities

Qualifications & Requirements

• Bachelor's degree in Business Administration or management, or a related field 
• 10+ years of experience in a leadership role within Customer Success, Account Management, or a related field, preferably in a B2B SaaS and technically complex environment.
• Proven track record of building and scaling customer success teams, driving customer satisfaction, retention, and revenue growth.
• Strong strategic planning and execution skills, with the ability to develop and implement effective customer success strategies.
• Excellent communication, negotiation, and relationship-building skills, with a customer-centric mindset.
• Experience working cross-functionally with Sales, Product, and Implementation teams to drive customer success.
• Results-oriented mindset with a focus on continuous improvement and innovation.
• Experience with customer success platforms, CRM systems, and other relevant tools and technologies.

Employee Perks

- Highly collaborative working environment

- Flexible co-working space in central London at Uncommon Liverpool St 

- Free happy hours, afternoon tea, networking, and professional events

- Employee stock ownership from Day 1

- Employee pension matching programme

- Private health and dental insurance

- Paid parental leave to support you and your family

- Flexible holiday time, including 2 celebration days per year for those special moments

- Work from home stipend to help you get set up and succeed from home

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. 

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