Senior Customer Success Manager

Deputy is a global SaaS workforce management company with hubs in Sydney, Melbourne, San Francisco and London, plus team members working remotely across the United States. 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. We're becoming an AI-native company, a commitment that means you'll be empowered (and expected) to use AI tools and thinking in your day-to-day work. You'll have the training, support, and freedom to use AI responsibly and creatively to spark ideas, solve problems faster, and unlock new ways of working. 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!

Role Overview

As a Senior Customer Success Manager (Senior CSM) at Deputy, you are the trusted strategic partner and customer advocate for a dedicated portfolio of high-value Mid-Market and Enterprise customers (typically accounts with 250+ to 1,000+ RTE). You engage during implementation by shadow-managing alongside Professional Services—ensuring seamless alignment, intervening proactively if roadblocks arise, and taking formal ownership at Go-Live. Across the customer lifecycle, you drive adoption, mitigate churn risk, lead strategic EBRs, and partner closely with Account Management to identify and qualify expansion opportunities.

This role will be joining our CSM team on a 12 month fixed term contract.