Senior Customer Success Manager

**Who we are is what we do.**

Deel is the all-in-one payroll and HR platform for global teams. Our vision is to unlock global opportunity for every person, team, and business. Built for the way the world works today, Deel combines HRIS, payroll, compliance, benefits, performance, and equipment management into one seamless platform. With AI-powered tools and a fully owned payroll infrastructure, Deel supports every worker type in 150+ countries—helping businesses scale smarter, faster, and more compliantly.

Among the largest globally distributed companies in the world, our team of 6,000 spans more than 100 countries, speaks 74 languages, and brings a connected and dynamic culture that drives continuous learning and innovation for our customers.

**Why should you be part of our success story?**

As the fastest-growing Software as a Service (SaaS) company in history, Deel is transforming how global talent connects with world-class companies - breaking down borders that have traditionally limited both hiring and career opportunities. We're not just building software; we're creating the infrastructure for the future of work, enabling a more diverse and inclusive global economy. In 2024 alone, we paid $11.2 billion to workers in nearly 100 currencies and provided healthcare and benefits to workers in 109 countries—ensuring people get paid and protected, no matter where they are.

Our momentum is reflected in our achievements and customer satisfaction: CNBC Disruptor 50, Forbes Cloud 100, Deloitte Fast 500, and repeated recognition on Y Combinator’s top companies list - all while maintaining a 4.83 average rating from 15,000 reviews across G2, Trustpilot, Captera, Apple and Google.

Your experience at Deel will be a career accelerator. At the forefront of the global work revolution, you'll tackle complex challenges that impact millions of people's working lives. With our momentum—backed by a $12 billion valuation and $1 B in Annual Recurring Revenue (ARR) in just over five years—you'll drive meaningful impact while building expertise that makes you a sought-after leader in the transformation of global work.

**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 will focus on a smaller number of high-value strategic accounts. For this role in particular you will work on building our strategy for large accounts, who have many internal stakeholders that are low ARR. The goal is to be able to execute small, and roll-up large
- 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.
- Ability to write and iterate on standard operating procedures.
- Able to own and build procedures for a specific customer type from implementation to sustainment
- 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**
- You have minimum of 6+ years of relevant work experience, including client facing exper