Senior Customer Success Manager I Southern Europe

Who we are is what we do.

Deel and our family of growing companies are made up of global teams dedicated to helping businesses hire anyone, anywhere, easily. 

The team comprises over three thousand self-driven individuals spanning over 100 countries, and our unified yet diverse culture keeps us continually learning and innovating the platform and products for customers.

Companies should be able to hire the best talent anywhere in the world, so we are building the best platform to make that a reality. Our market-leading technology, expertise, and global team are crucial to the platform’s success. We deliver the best products and features in our space, enabling millions of jobs worldwide and connecting the global workforce with the best companies and opportunities.

Why should you be part of our success story?

A 30-mile hiring radius should no longer dictate how companies hire because exceptional talent lives everywhere. Deel sees a world without hiring borders and endless talent that pairs perfect candidates with great companies.

We offer global teams all the tools they need to hire, onboard, manage, pay, and scale at full speed. We aim to foster a diverse global economy by building a generational platform that seamlessly connects companies with talent worldwide.

After our successful Series D in 2021, we raised another $50M in 2023, doubling our valuation to $12B. There’s never been a more exciting time to join Deel — the international payroll and compliance market leader.

Summary

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.

You are a passionate business builder at heart. You get energized by tackling complex, challenging, often ambiguous problems and driving real impact across a business. You are not afraid to get your hands dirty to deliver projects. You are a talented generalist, at home diving into data for insights and confident in project managing cross-functionally with multiple stakeholders. Working with great people is a non-negotiable priority for you because you thrive in a highly collaborative and high performance team. If that is you, join our team!

Responsibilities 

• Accounts:The Senior CSM I 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 management 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 review to review the partnership.

• Product: Be the voice of the customer by collecting product and operational feedback. CSM should 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.

• Responsible for providing 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.

• Fluency in English, plus additional languages such as Italian, Spanish and Portuguese are very desirable.

Qualifications

• You have minimum of 6+ years of relevant work experience, including client facing experience as a Strategic CSM or Account Manager.

• Have previous experience in at least one of the following: fast growth startup, SaaS or HR Tech.

• Relationship builder who remains calm and collected when facing crisis or criticism and celebrates partners’ successes with them

• Quantitatively-inclined and data savvy; you may not be a SQL expert, but you enjoy drawing quick, insightful conclusions from complex data sets, asking critical questions, and synthesizing raw n