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Senior Director, Customer Success, APAC
Deputy
Customer Service, Sales & Business Development
Sydney, NSW, Australia
Posted on Oct 26, 2024
At Deputy, we empower businesses to build thriving workplaces - ones where staff are engaged, customers are served well, businesses are legally compliant, and companies’ profits thrive. Our reach extends across 100+ countries worldwide, serving more than 330,000 workplaces.
Deputy is a global SaaS workforce management company headquartered in Sydney, San Francisco, and London, backed by top investors and recently surpassed $100m in annual recurring revenue. We've helped millions of workers across industries and aim to empower 80% of the global workforce. If you're passionate about improving the world of work, one shift a time, join us at Deputy and help shape the future of hourly employment!
Here at Deputy, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.
The Role
The Senior Director of Customer Success is responsible for driving customer satisfaction, retention, and growth of Deputy’s most strategic APAC customers. This leader will establish and execute strategies for SMB, Mid-Market and Enterprise customer retention and growth, have a robust understanding of translating business needs into product configuration, and fostering strong customer relationships and team culture. With a proven track record of building high-performing teams, driving revenue growth and retention, and scaling customer success functions, the Senior Director will collaborate across the organization to deliver seamless and exceptional customer experiences.
This role requires close collaboration with cross-functional stakeholders, across Product, Account Management, Professional Services, and Sales, to drive a proactive, relationship-driven approach for key customers within mid market and enterprise.
Responsibilities
- Develop and execute the overall Customer Success strategy for the APAC region in partnership with the SVP of Customer Success. Drive revenue growth, customer retention, and improvements in customer health and experience.
- Lead, mentor, and inspire a high-performing team, ensuring they have the tools, resources, and support needed to deliver exceptional results for customers and the business.
- Lead the operational cadence of the organization, including but not limited to revenue forecasting, creating account plans, and developing and executing an account management and renewal process.
- Define and optimize key performance metrics (KPIs) to drive customer success, encompassing customer satisfaction, retention, upsell/cross-sell initiatives, renewals, overall team performance, and customer advocacy at scale.
- Proactively identify and address high-risk customers, ensuring cross-functional alignment with internal teams and executive sponsors, implementing corrective actions
- Execute strategies for Success/Account Plan and renewal management across teams, ensuring consistent value delivery from Signature investments and enhancing long-term customer outcomes
- Design and implement advanced processes and systems to resolve customer-blocking issues, streamline scalability, and leverage customer insights, enhancing operational efficiency across the Customer Success function.
- Collaborate cross-functionally with Sales, Product, Operations, and other teams to ensure seamless customer onboarding, training, and ongoing support to drive measurable customer adoption. value realization, and retention throughout the entire customer lifecycle
- Identify and capitalize on strategic opportunities for revenue expansion within existing accounts through upselling, cross-selling, and value-based selling strategies.
- Establish and nurture strong strategic relationships with key stakeholders across APAC customer organizations, serving as a trusted advisor and advocate for their success.
- Continuously monitoring industry trends, best practices, and leveraging customer feedback to proactively enhance the customer experience and foster innovation in service delivery.
- Partner with the Professional Services APAC team to support customer-related activities, including escalations and solution delivery.
Qualifications & Experience
- Bachelor's degree in Business Administration or management, or a related field;
- 15+ years of experience in a senior 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.
- Strong sense of urgency and high attention to detail.
- Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
- Expertise in analyzing technical concepts, translating them into business terms, and effectively communicating complex technical information to customers and internal teams to align business requirements with technical solutions.
- Proven experience leading cross-functional teams, including Sales, Product, and Implementation, to resolve customer needs and drive customer success initiatives.
- Results-oriented mindset with a focus on continuous improvement, operational excellence, and innovation.
- Strong proficiency with customer success platforms, CRM systems, and other relevant tools and technologies.
Employee Perks
- Ownership in the company via Share Options
- Paternity/Maternity Leave Policies
- Flexible Remote-First Work Policy
- Company wide Development & Coaching
- Hackathons
- Awards - "Your Time to Shine & Celebrate Success"
- Social Events & variety of social clubs (Books, LGBT, Games, Sports)
- Mental Health Support
- Munch & Learns
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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