Senior Enterprise CSM — Remote, Strategic Growth & Adoption

Go Fractional; United States; Remote; USD 84,000 - 116,000; Full time

Benefits offered by this job

Employee ESOP

Remote work policy with stipend

Parental leave

401k match

Health benefits

Commuter reimbursement

Paid time off & study assistance

Job summary

Deputy is seeking a Senior Customer Success Manager to own a portfolio of Mid-Market and Enterprise customers. You will shadow implementors, manage Go-Live handoffs, and lead strategic reviews with executives.

The role includes drive for adoption, churn risk mitigation, and expansion opportunities while partnering with Account Management. This is a 12‑month fixed-term contract with a remote work model and 10%–15% travel.

Qualifications

• 5 to 8+ years of B2B SaaS Customer Success or Strategic Account Management experience.
• 2+ years managing Mid-Market or Enterprise accounts.
• Strong comfort understanding and navigating SaaS ecosystems, integration touchpoints (APIs, webhooks, SSO).
• Direct background in Workforce Management, HR tech, payroll, or time-and-attendance platforms is highly desired.

Responsibilities

• Shadow-manage onboarding and implementation with Professional Services to ensure alignment.
• Lead Go-Live handoffs ensuring continuity for admins and executives.
• Prepare and facilitate Executive Business Reviews (EBRs/QBRs) to showcase value and ROI.
• Cultivate referenceable customer relationships and collaborate with Marketing for case studies and reviews.
• Monitor adoption and guide best practices to deepen usage of core/advanced modules.
• Navigate enterprise ecosystems and advise on HRIS, payroll, and POS integrations.
• Escalation management as senior point of contact for blockers; coordinate across teams to resolve issues.
• Mentor Associate and Mid-level CSMs; contribute to playbooks and tooling.

Skills

Executive presence

Strategic thinking

Cross-functional collaboration

Problem solving

Tools

Salesforce

Vitally

Gainsight

Jira

Slack

Job description

Deputy is seeking a Senior Customer Success Manager to own a portfolio of Mid-Market and Enterprise customers. You will shadow implementors, manage Go-Live handoffs, and lead strategic reviews with executives.

The role includes drive for adoption, churn risk mitigation, and expansion opportunities while partnering with Account Management. This is a 12‑month fixed-term contract with a remote work model and 10%–15% travel.