Senior Customer Success Manager, SMB

3 weeks ago

Dublin, Dublin City, Ireland Deel Full time
Senior Customer Success Manager, SMB | EMEA

Join Deel for the Senior Customer Success Manager, SMB | EMEA role. You'll be the face and voice of Deel for our clients both internally and externally. In this dynamic role, you'll be responsible for building genuine and durable customer relationships while converting those relationships into opportunities for long-term revenue growth. You will serve as our client's trusted advisor by providing strategic guidance on operational and product-related issues. Simultaneously, you will be an internal advocate for clients with Deel by championing for new products and capabilities to facilitate the expansion of each client's business with Deel.

Responsibilities
  • Accounts: The Senior CSM will focus on a smaller number of high-value strategic accounts. Develop and execute comprehensive account strategies for long-term success.
  • Risk: Proactively identify risks before they happen. Rally and project manage internal stakeholders to address customer issues in a timely manner to optimize customer sentiment.
  • Relationships: Build relationships with senior stakeholders. Develop a deep understanding of the customers business, hiring plans, and the outcomes that will define success of the partnership. Then put a success plan in place to maximize the customers' experience. Host regular business reviews to review the partnership.
  • Product: Be the voice of the customer by collecting product and operational feedback. Prioritize requirements based on risk, urgency and revenue impact; project manage internal stakeholders to deliver priority items in a timely manner while setting appropriate expectations with the customer along the way.
  • Provide a high-quality experience to our customers on a day-to-day basis.
  • Coordinate with internal stakeholders to ensure timely response and completion of customer requests.
  • Drive adoption of platform features that will lead to a better customer experience and better retention.
Qualifications
  • Minimum of 6+ years of relevant work experience, including client-facing experience
  • Experience in at least one: fast-growth startup, top-tier management consulting, investment banking, or private equity
  • Relationship builder who stays calm under pressure and celebrates partners' successes
  • Quantitatively inclined and data savvy; able to draw quick, insightful conclusions from complex data sets and translate them into actionable recommendations
  • Self-starter with a growth mindset; comfortable in fast-paced environments with high responsibility
  • Record of achievement and impact in previous roles
  • Strong analytical foundation with ability to manipulate and synthesize data
  • Curious by nature and eager to make an impact
Total Rewards

Our workforce deserves fair and competitive pay with scalable benefits, rewards, and perks that reflect our commitment to inclusivity and access for all.

Equal Opportunity and Accommodation

Deel is an equal-opportunity employer that values diversity and encourages applications from qualified candidates regardless of race, religion, sex, national origin, gender identity, sexual orientation, age, marital status, veteran status, disability, pregnancy or maternity, or other legally protected characteristics. We provide accommodations on request during recruitment and assessment; please inform our Talent Acquisition Team at of the nature of the accommodation you require to ensure equal participation.

We use Covey as part of our hiring processes. For more information about our data practices and related policies, please visit Deel's Privacy Policy.


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