Role Description The Engagement Associate plays an important role in helping new agencies and agents successfully onboard and begin writing business. This position supports the onboarding and contracting process by coordinating requirements, tracking progress, and helping resolve operational questions. In this role, you will work closely with internal teams, carrier partners, and agencies to ensure onboarding steps are completed efficiently and accurately. The Engagement Associate helps maintain clear communication, organized records, and smooth coordination throughout the contracting process. This is a great opportunity for someone who enjoys organization, problem solving, and supporting operational workflows in a fast-paced environment. - Support the onboarding and contracting process for new agents and agencies. - Track onboarding progress and follow up on outstanding requirements. - Maintain accurate records related to onboarding, hierarchy setup, and contracting status in internal systems. - Monitor shared inboxes and communication channels and respond to agency and agent inquiries. - Provide guidance on onboarding steps, contracting requirements, and internal processes. - Assist with reporting and documentation related to onboarding progress and agency readiness. - Escalate complex issues to Engagement Specialists when needed. - Help maintain organized internal documentation and onboarding resources. - Collaborate with internal teams to ensure agencies are ready to begin writing business as quickly as possible. Qualifications - While this role is remote, candidates without prior onboarding, contracting, or insurance operations experience must be located within commuting distance of the office to participate in in-person training during the initial onboarding period. - 0–2 years of experience in administrative support, operations, customer service, or coordination roles. - Strong organizational and communication skills. - Ability to manage multiple tasks while maintaining attention to detail. - Experience working with internal systems or CRM platforms is helpful but not required. Supervisory Responsibility This position has no supervisory responsibilities. Work Environment This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. - This is largely a sedentary role; however, building access is limited to two sets of stairs and may require lifting or moving objects up to 30 lbs. - The employee is frequently required to sit for long periods of time. - Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Position Type and Expected Hours of Work This is a full-time position. Days and hours of work are Monday through Friday, 9 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Role Description As a Customer Success Manager, SMB, you will manage the success of our Small Business customers. Your primary focus will be enabling your customers to accomplish their desired business outcomes with the Deputy platform at scale. Internally you will represent the voice of the customer and partner with cross-functional teams to ensure that we consistently deliver success to our customers. You will be responsible for driving product adoption with your customers by analyzing customer data to help determine targeted outreach campaigns that drive an increase in overall platform utilization and retention. You will find proactive opportunities to engage with your customers 1 on 1 in order to prevent churn and help drive their success. You will have close collaboration with the Sales, Product, and Marketing organizations to identify strategic growth opportunities and key customer trends. Responsibilities - Build product adoption through 1 to many proactive touchpoints to customers that drive engagement, including but not limited to: - Webinars focused on feature adoption and best practices - Email campaigns that target key customer segments - Engaging video content - And many more creative ideas that you will help create and launch - Leverage data to identify trends and opportunities to engage with customers 1 on 1 to solve adoption challenges, increase retention, uncover strategic growth opportunities, and address general customer concerns and feedback - Focus to increase key metrics like Adoption (Utilisation Score), Net Promoter Score (NPS) and Net Revenue Retention (NRR) across the SMB customer segment - Advocate for the customers by representing customer feedback internally to improve customer satisfaction and success on the platform - Be a trusted advisor to customers by consulting on Deputy and the trends in workforce management, time & attendance industry and the wider ecosystem - Collaborate on key internal projects that evolve the Customer Success function to better meet our customers' needs Qualifications - 2+ years with relevant customer-facing experience in a B2B customer success or a relationship management role, ideally from one of the following industries: SAAS, cloud, marketing, media, payroll, HR or time & attendance. - Experience managing and driving success at scale for a large portfolio of customers - Passionate about being the voice of the customer internally, and comfortable with working cross-functionally to drive customer outcomes - An ability to understand client objectives and think strategically/creatively on ways to achieve them - Comfortable with testing new approaches to drive customer engagement and success throughout the customer lifecycle - Excellent written and verbal communication skills across all levels in a business, particularly a strong telephone presence and web presentation skills are essential - Strong technical aptitude, excellent computer skills, and passion for technology - Previous use of Salesforce or similar CRM system - Enjoys working in a fast-paced, ever-changing startup environment - Ability to travel as needed Benefits - Enjoy a flexible and hybrid work policy, with a dedicated office 1 minute walk from Farringdon Station - Own a piece of Deputy through our Employee Share Ownership Plan (ESOP) - Work from home stipend to help you get set up and succeed from home - Benefit from our employee pension matching programme - Access private health and dental insurance - Take paid parental leave to support you and your family - Enjoy additional leave days — including study assistance, celebration days and volunteering - 25 days’ holiday plus bank holidays - Feel secure with our income protection scheme for long-term absence due to illness or injury - Get involved with our global working groups; designed for collaboration, belonging and connection - Connect over weekly office lunches, social gatherings and industry events

Role Description The Mixed Use Revenue Enablement team is looking for a Customer Success Enablement Specialist who will support our fast growing Success team. This individual will contribute directly to making an impact on the effectiveness of our Customer Success and Onboarding teams. You will play a crucial role in building and scaling our enablement function through developing onboarding and ongoing training programs to empower us to better serve our customers. - Help build, define and scale our Customer Success and Onboarding enablement strategy - Work with Success leadership to develop, execute, optimize and assess Customer Success enablement programs - Ensure our Customer Success onboarding program provides an incredible first experience and sets up new hires for success - Coach and mentor Customer Success new hires as they ramp in their role - Use performance data to identify knowledge or skill gaps across the Success team - Apply adult learning principles to facilitate different learning methods; including instructor led, peer to peer and self guided - Partner with Success leadership to design segment specific on-going enablement programs to further develop the teams soft skills and industry knowledge - Partner cross functionally to drive further alignment between Success and other departments - Develop enablement programs to aid team members career growth - Build out an on-demand enablement resource library Qualifications - A strong understanding of B2B SaaS environment - 2-3 years of Customer Success experience - A desire to help people grow and develop - Collaborative and hands on approach to completing projects - Strong communication and presentation skills - Growth mindset with a desire to continuously learn and develop enablement best practices - Curiosity and strong problem solving ability Company Description

• Own the end-to-end customer relationship post-sale, from onboarding through renewal and expansion. • Conduct regular business reviews (QBRs) and check-ins to monitor client health, usage, and satisfaction. • Serve as the voice of the customer internally, collaborating with Product, Sales, and Support to resolve issues and drive improvements. • Deliver tailored training sessions and product walkthroughs for clients across varying levels of technical sophistication. • Identify upsell and cross-sell opportunities within your portfolio and collaborate with Sales Executives to convert them. • Monitor client engagement metrics and proactively address signs of churn risk. • Assist clients in understanding blockchain analytics concepts, compliance workflows, and platform best practices. • Support clients in the CIS and Central Asian markets, leveraging cultural and regional knowledge to build trusted relationships. • Maintain accurate records of client interactions, health scores, and account plans in CRM systems (HubSpot).