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).

Why Ad Vital? Ad Vital is the only AI-first practice management platform built by a surgeon, for surgeons. We sit at the intersection of vertical SaaS and embedded payments scaling rapidly through a major device partnership, with 20+ practices live and a clear path to 100+. This is a ground-floor opportunity. You'd be in charge of client success hire building our function, and enhancing what we've built. You'll have direct access to leadership, real decision-making authority, and exposure to the industry through our Catalyst AI Mastermind program and conferences. After 12 months of proven performance, this role includes equity consideration because the people who build it with us should share in the outcome. The Role You are the person who owns the client experience at Ad Vital from signed contract through long-term retention. You run onboarding, manage client health, handle escalations, and make sure nothing breaks while our CEO is in surgery. You work business hours and you have real authority to solve problems without waiting for permission. Ad Vital is an AI-powered practice management and CRM platform built for aesthetic medical practices plastic surgery, dermatology, medical spas, and cash-pay physicians. We are built on top of GoHighLevel with proprietary technology including EMR integrations, AI voice agents, and embedded payment processing. Learn more at advital.app. What You Own Client Onboarding - Take new clients from signed contract to fully live on the platform within 30 days or less - Coordinate across product, sales, and development teams to remove blockers and hit timelines - Build and refine repeatable onboarding workflows as the client base scales Client Retention & Satisfaction - Own ongoing client relationships your primary contacts are practice managers and staff, not the physicians - Conduct regular check-ins (minimum weekly during onboarding, biweekly for established clients) - Monitor client health, track NPS, and intervene proactively before churn signals become churn - Handle escalations with autonomy - you have authority to make service-level adjustments and resolve issues without waiting for approval Account Growth & Expansion - Identify opportunities to expand the client relationship — Vital Pay adoption, tier upgrades, additional modules - Drive Net Revenue Retention by helping clients get more value from the platform over time - Generate client referral introductions - your happiest clients are our best pipeline Operational Coordination - Triage technical issues: resolve what you can in the CRM platform, escalate development items to the technical team with clear documentation - Serve as the bridge between clients and our product/dev team - translating client needs into actionable feedback - Maintain internal documentation: onboarding playbooks, client configurations, and process SOPs This Role Is Not - Not a support ticket queue. You are not answering help desk requests all day. You own the strategic relationship and the outcomes. You will have our support team to handle all the lower level tech "doing". - Not a junior client success / client support role. You will have a support team member to handle routine items. Your job is to lead, not follow. - Not a role where you wait to be told what to do. We are 20 clients scaling toward 100. You will be building systems while running them. What Success Looks Like: - Onboarding Velocity: New clients live on the platform within 3 days of signed contract - Client Retention: 94% logo retention measured on a rolling 12-month basis - Client Activation: 85% of new clients fully active within 7 days of going live using our proprietary AI-onboarding system - Net Revenue Retention: Track and improve revenue per client over time and establish baseline in first 90 days - Client Health Score: Build the scoring system in first 90 days; maintain and act on it ongoing - Escalation Response: Client escalations acknowledged within 2 hours during business hours - Client Referrals: Generate referral introductions from satisfied clients on a quarterly basis