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Deputy

Senior Customer Success Manager

Deputy

. Shadow-manage accounts during onboarding and implementation alongside Professional Services .

Posted 11/10/2026contractRemote • United StatesSenior💰 $84,000 - $115,500 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in B2B SaaS Customer Success and Strategic Account Management, with a strong focus on stakeholder alignment, implementation risk mitigation, and customer advocacy. Proven ability to lead high-stakes meetings and manage complex integrations within SaaS ecosystems.

Highest-signal resume keywords
B2B SaaS Customer Success ExperienceStrategic Account ManagementSaaS Tech Ecosystems UnderstandingSalesforce ProficiencyWorkforce Management Background

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Implementation Risk MitigationCustomer Success PlanningData Flow AnalysisRoot Cause DiagnosisKPI Achievement
Soft Skills
Relationship BuildingFacilitation SkillsMentoring
Tools & Technologies
SalesforceVitallyGainsightJiraSlack
Industry Keywords
HRIS IntegrationsPayroll SystemsTime-and-Attendance PlatformsExecutive Business ReviewsCustomer Advocacy

Tech Stack

Tools & technologies
Go

About the role

Key responsibilities & impact
  • Shadow-manage accounts during onboarding and implementation alongside Professional Services
  • Ensure early stakeholder alignment and validate configuration against business goals
  • Mitigate implementation risks when milestones or timelines stall
  • Lead the transition from implementation to steady-state operations at Go-Live
  • Build and nurture relationships with executive and operational leadership
  • Co-create and execute customer-specific Mutual Success Plans
  • Prepare and facilitate Executive Business Reviews and Quarterly Business Reviews
  • Cultivate customer advocacy and partner with Marketing on case studies, quotes, reference calls, and review engagement
  • Monitor portfolio usage telemetry and drive adoption of core and advanced modules
  • Advise on HRIS, payroll, and POS integrations
  • Conduct consultative workshops and optimization sessions
  • Synthesize customer feedback and feature requests for Product, Engineering, and Design
  • Track account health, platform telemetry, and support trends to identify churn risk
  • Manage escalations and coordinate Support, Professional Services, and Product teams
  • Partner with Account Managers ahead of renewals
  • Identify and qualify expansion opportunities for Account Managers
  • Mentor Associate and Mid-level Customer Success Managers
  • Contribute to CS playbooks, standard operating procedures, EBR templates, and health-check processes
  • Achieve retention, utilization, executive engagement, customer satisfaction, and expansion-pipeline KPIs

Requirements

What you’ll need
  • 5 to 8+ years of B2B SaaS Customer Success or Strategic Account Management experience
  • At least 2+ years managing Mid-Market or Enterprise accounts
  • Strong understanding of SaaS tech ecosystems, integration touchpoints (APIs, webhooks, SSO), and upstream/downstream data flows between operational tools and payroll/HR systems
  • Proven track record leading high-stakes meetings, workshops, and EBRs with senior leadership
  • Hands-on experience with modern CS and CRM technology stacks, including Salesforce, Vitally or Gainsight, Jira, and Slack
  • Ability to diagnose root causes in complex or stalled customer situations and align cross-functional resources for resolution
  • Direct background in Workforce Management (WFM), HR tech, payroll, or time-and-attendance platforms strongly desired

Benefits

Comp & perks
  • Flexible work policy with a work-from-home stipend
  • Employee Share Ownership Plan (ESOP)
  • Paid parental leave
  • 401(k) contribution matching
  • Mental health support with Spring Health
  • Comprehensive health benefits
  • Commuter reimbursement program
  • 20 PTO days
  • Study assistance
  • Celebration days
  • Volunteering leave
  • Global working groups focused on collaboration, belonging and connection
  • Training, support, and freedom to use AI responsibly and creatively
  • Remote work model
  • Company offsites