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Director, Customer Success, AMER

Who we are is what we do.

Deel and our family of growing companies are made up of global teams dedicated to helping businesses hire anyone, anywhere, easily. 

The team comprises over three thousand self-driven individuals spanning over 100 countries, and our unified yet diverse culture keeps us continually learning and innovating the platform and products for customers.

Companies should be able to hire the best talent anywhere in the world, so we are building the best platform to make that a reality. Our market-leading technology, expertise, and global team are crucial to the platform’s success. We deliver the best products and features in our space, enabling millions of jobs worldwide and connecting the global workforce with the best companies and opportunities.

Why should you be part of our success story?

A 30-mile hiring radius should no longer dictate how companies hire because exceptional talent lives everywhere. Deel sees a world without hiring borders and endless talent that pairs perfect candidates with great companies.

We offer global teams all the tools they need to hire, onboard, manage, pay, and scale at full speed. We aim to foster a diverse global economy by building a generational platform that seamlessly connects companies with talent worldwide.

After our successful Series D in 2021, we raised another $50M in 2023, doubling our valuation to $12B. There’s never been a more exciting time to join Deel — the international payroll and compliance market leader.

Job Overview:

As the Director of Customer Success at Deel, you'll take the helm in overseeing and managing the Customer Journey for our SMB, MM, or Enterprise client segments.

Reporting directly to the Head of Customer Success, you'll serve as a strategic partner, working to cultivate a robust and high-performing success organization. Your role will involve developing and leading our customer success strategy while collaborating with various internal teams across Deel to ensure we effectively engage, grow, and retain our customer base.

Key Responsibilities:

  • Working with our executive team and leadership to develop, implement, build and lead the Americas customer success strategy.

  • Drive strategy for an entire segment (MM/SMB/ENT) while helping managers achieve their team metrics..

  • Building and leading the customer success function, including implementing technologies, building processes, driving the roadmap and measuring team performance.

  • Developing deep relationships with our largest customers, serving as their partner in achieving their goals and desired outcomes.

  • Building robust cross functional workflows with internal teams, including Sales, Product and Engineering, deliver the best customer experience to drive growth and retention.

  • Activating and renewing our customer base, acting as the customer's main advocate within Deel. 

Some key qualifications

  • 8+ years of experience in a customer success leadership position with experience working cross jurisdiction at unicorn start-ups or big tech companies.

  • Extensive experience in organizational /company design; designing company structures, performance frameworks, cross functional processes, and using data driven techniques to measure success.

  • You have a track record of achieving metrics, and have developed and deployed successful expansion plans.

  • You have a record of introducing and launching new technologies /strategies into existing operating models.

  • You can build from the ground up.

  • You have a relentless execution ethic and lots of energy.

Bonus points if you

  • Have experience working with clients and team members from multiple countries and across multiple time zones

  • Have experience working on a remote team 

  • Have experience working at a high growth start-up or scale-up

  • Have Fintech or HRtech experience

  • Are multilingual

Total Rewards

Our workforce deserves fair and competitive pay that meets them where they are. With scalable benefits, rewards, and perks, our total rewards programs reflect our commitment to inclusivity and access for all. 

Some things you’ll enjoy

  • Provided computer equipment tailored to your role

  • Stock grant opportunities dependent on your role, employment status and location

  • Additional perks and benefits based on your employment status and country

  • The flexibility of remote work, including WeWork access where available

DISCLOSURE 

We use Covey as part of our hiring and/or promotional processes. As part of the evaluation process, we provide Covey with job requirements and candidate-submitted applications.Certain features of the platform may qualify it as an Automated Employment Decision Tool (AEDT) under applicable regulations. For positions in New York City, our use of Covey complies with NYC Local Law 144.

We began using Covey Scout for Inbound on the 19th of February, 2025.

For more information about our data protection practices, please visit our Privacy Policy.

You can review the independent bias audit report covering our use of Covey here: https://getcovey.com/nyc-local-law-144.

At Deel, we’re an equal-opportunity employer that values diversity and positively encourage applications from suitably qualified and eligible candidates regardless of  race, religion, sex, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, pregnancy or maternity or other applicable legally protected characteristics.

Unless otherwise agreed, we will communicate with job applicants using Deel-specific emails, which include @deel.com and other acquired company emails like @payspace.com and @paygroup.com. You can view the most up-to-date job listings at Deel by visiting our careers page.

Deel is an equal-opportunity employer and is committed to cultivating a diverse and inclusive workplace that reflects different abilities, backgrounds, beliefs, experiences, identities and perspectives.

Deel will provide accommodation on request throughout the recruitment, selection and assessment process for applicants with disabilities. If you require accommodation, please inform our Talent Acquisition Team at recruiting@deel.com of the nature of the accommodation that you may require, to ensure your equal participation.

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CEO of Deel
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Alex Bouaziz
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Average salary estimate

$150000 / YEARLY (est.)
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$120000K
$180000K

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What You Should Know About Director, Customer Success, AMER, Deel

Are you ready to shape the future of customer success? Join Deel as the Director of Customer Success for the AMER region! Here, we don’t just believe in breaking barriers to hiring talent globally; we make it happen. In this pivotal role, you will oversee the Customer Journey for small to medium businesses, mid-market, or enterprise clients. Working closely with our executive team, you'll not only develop and lead our customer success strategy but also actively engage our diverse customer base to ensure that their goals are met. Your experience in managing high-performing teams will be fundamental as you build and implement processes to drive metrics and retention. You’ll develop meaningful relationships with our largest customers, advocating for their needs while collaborating with internal teams like Sales, Product, and Engineering to deliver top-notch service. If you’re passionate about enhancing client experiences and have a proven track record in customer success leadership at a unicorn startup or tech giant, this could be your chance. Dive into a workplace where innovation thrives, and help us connect amazing talent with opportunities worldwide. Join us in this exciting chapter as we continue to grow and redefine how businesses hire globally.

Frequently Asked Questions (FAQs) for Director, Customer Success, AMER Role at Deel
What responsibilities does the Director of Customer Success at Deel have?

As the Director of Customer Success at Deel, you'll have a range of responsibilities, including overseeing the entire customer journey for our SMB, MM, and Enterprise clients. You'll work closely with the executive team to build and execute a comprehensive customer success strategy, drive metrics for your team, foster relationships with major customers, and advocate for their needs within the company. This role emphasizes collaboration across various internal departments to enhance customer experiences.

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What qualifications are required for the Director of Customer Success position at Deel?

To be successful as the Director of Customer Success at Deel, candidates should have at least 8 years of experience in customer success leadership, particularly in high-growth tech environments. Extensive knowledge of organizational design, cross-functional processes, and a proven history of achieving metrics are essential. Experience with remote teams and multilingual skills are also favorable, as Deel supports a diverse customer base spanning multiple countries.

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How important is experience in technology for a Director of Customer Success at Deel?

Experience in technology is crucial for the Director of Customer Success at Deel. This role involves implementing technologies and processes that drive the customer success function. Familiarity with current technology trends and data-driven methodologies for measuring performance will enhance your ability to deliver exceptional service and support to our clients.

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What does the ideal candidate for the Director of Customer Success at Deel look like?

The ideal candidate for the Director of Customer Success at Deel is someone with a proven track record of leadership in customer success roles within tech companies. They should have a deep understanding of how to build and maintain robust structures and workflows that ensure client satisfaction. A relentless execution ethic, plenty of energy, and a passion for helping clients achieve their goals are also important attributes for success in this position.

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What benefits can be expected for the Director of Customer Success role at Deel?

The benefits for the Director of Customer Success role at Deel include competitive compensation, stock grant opportunities based on employment status, and various perks tailored to individual circumstances. Remote work flexibility, inclusive culture, and access to WeWork spaces where applicable are also significant advantages, demonstrating Deel's commitment to employee satisfaction and well-being.

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Common Interview Questions for Director, Customer Success, AMER
Can you describe your experience in customer success leadership?

When answering this question, focus on your relevant experiences and accomplishments in customer success roles, particularly in high-growth tech environments. Highlight specific strategies you implemented, metrics you improved, and how you guided your teams to success.

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How do you plan to build and lead the customer success function at Deel?

In your response, outline your approach to developing a customer success strategy, including process improvements, technology implementations, and team performance metrics. Emphasize your collaborative leadership style and how you’ll work with cross-functional teams to enhance customer experience.

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What strategies have you used to engage and grow customer relationships?

Discuss specific techniques you’ve successfully used to cultivate strong customer relationships, such as regular check-ins, personalized communication, or proactive problem-solving. Be sure to mention how these strategies have resulted in measurable success in customer retention or satisfaction.

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How do you measure the success of a customer success team?

Articulate your perspective on key performance metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), churn rate, and expansion revenue. Explain how you utilize data analytics to track performance and drive decisions.

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Can you share an example of how you turned around a dissatisfied customer situation?

Provide a specific example where you successfully resolved a challenging customer issue. Explain the steps you took to address their concerns, the communication strategies employed, and the ultimate outcome, highlighting your problem-solving skills.

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What role does technology play in customer success?

Discuss how technology can optimize customer success processes, enhance tracking of customer interactions, and improve the overall client experience. Reference any specific tools you've used and the positive impacts of integrating technology into customer success efforts.

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How do you foster a customer-centric culture within your team?

Describe your methods for promoting a customer-first mindset within your team, such as training, regular communication of customer success stories, and incorporating customer feedback into team discussions. Highlight how this culture can drive performance and engagement.

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What challenges do you foresee in the customer success landscape?

Reflect on current trends and challenges in the customer success field, such as managing increased customer expectations or adapting to remote customer interactions. Discuss how you would navigate these challenges and innovate your approach.

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How do you ensure alignment between customer success and other departments?

Explain your strategies for fostering collaboration between customer success, sales, marketing, and product teams. Highlight the importance of shared goals, regular cross-departmental meetings, and the flow of information to enhance the customer experience.

Join Rise to see the full answer
Why do you want to work as the Director of Customer Success at Deel?

Share your enthusiasm for Deel’s mission to connect talent with global opportunities. Discuss how your skills align with the role's requirements and your excitement about being part of a fast-paced, innovative company dedicated to customer success.

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Deel is an American payroll and compliance provider founded in 2019 by Alex Bouaziz, Shuo Wang, and Ofer Simon. The company is based in San Francisco, California and has reported having 2,000 employees in January 2023.

1771 jobs
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Badge Diversity ChampionBadge Flexible CultureBadge Innovator
CULTURE VALUES
Inclusive & Diverse
Collaboration over Competition
Fast-Paced
Growth & Learning
Empathetic
FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
EMPLOYMENT TYPE
Full-time, remote
DATE POSTED
March 12, 2025

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