Customer Operations Manager, SMB | AMER
About the role
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 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 cross-functional project management with multiple stakeholders. Working with great people is a non-negotiable priority because you thrive in a highly collaborative, high-performance team.
Responsibilities
- Accounts: Manage a diverse portfolio of accounts in their market segment.
- Risk: Identify and flag risks that will lead to customer churn; engage appropriate internal stakeholders to resolve the issue swiftly while managing customer communications along the way.
- Relationships: Build relationships with key stakeholders; conduct regular business reviews.
- Product: Be the voice of the customer by collecting product and operational feedback and sharing it with relevant internal stakeholders.
- 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.
Qualifications
- Minimum of 4+ years of relevant work experience, including client-facing experience.
- Previous experience in at least one of the following: fast-growth startup, top-tier management consulting, investment banking, or private equity.
- Relationship builder who remains calm and collected when facing crisis or criticism and celebrates partners’ successes with them.
- Quantitatively inclined and data savvy; able to draw quick, insightful conclusions from complex data sets, ask critical questions, and synthesize raw numbers into simple, actionable recommendations.
- Reliable, motivated self-starter with a passionate growth mentality; enjoys fast-paced environments, isn’t deterred by setbacks or pivots, and thrives in roles requiring a very high degree of responsibility.
- Solid track record of achievement—e.g., success in a top-tier company, quantifiable business impact, quickly assumed responsibilities, or won competitive awards.
- Strong analytical foundation with the ability to manipulate and synthesize data.
- Curious by nature and interested in making an impact.
Benefits
- Health Insurance effective from Day 1 (Medical, Dental, & Vision).
- 401k Retirement Plan.
- Disability Insurance.
- Life Insurance.
- Employee Assistance Program (EAP).
- Flexible Savings Account (FSA).
- Flexible time off (PTO).
- 12 paid holidays per year.
- Parental leave: 16 weeks for the birthing parent and 8 weeks for the non-birthing parent.
Pay
Salary ranges are quoted in USD as a consistent global reference. Your offer will be localized to your country’s currency using a market-aligned conversion. Final pay is based on objective, job-related criteria including experience, skills, and location.
For commercial roles with commission eligibility, the figure represents On-Target Earnings (OTE), inclusive of base salary and target commission.
We don’t ask about salary history. Offers are based on the role and what you bring to it.
Additional compensation may include stock grant opportunities dependent on your role, employment status and location, plus optional flexible working office membership with IWG.