Deque Systems Inc

Compensation

Full Description

CAREER FULFILLMENT & CULTURE People come to work for Deque because of what we do: enable businesses and organizations to make their sites and apps accessible to everyone, including people with disabilities. The personal fulfillment employees feel here is unparalleled. In addition to the altruistic nature of our jobs, the organizational structure is extremely flat and welcoming. Women-owned and operated, Deque CEO Preety Kumar is internationally revered for her down-to-earth personality and work ethic. Deque's core values are central to our culture of customer satisfaction. Do you share them? * Innovation with results that matter * Deliver what you promise * Can-do attitude * Open, direct & respectful communications * We care deeply * We practice humility At Deque, you’ll work with the best and brightest minds in the industry, sharing best practices, tackling new issues and uncovering new approaches. Accessibility Consultants at Deque also love their jobs because of the support systems in place. Deque experts regularly contribute to W3C Accessibility Working Groups and collectively hold more CPACC, WAS, & CPWA certifications issued by the IAAP than any accessibility testing company in the world. POSITION DESCRIPTION You are the central owner of the Customer Success (CS) tech stack, renewal forecasting, and post-sale process governance. Your mandate is to increase Net Revenue Retention (NRR) by building the infrastructure that allows CSMs to proactively manage accounts rather than reacting to churn risks. PRIMARY RESPONSIBILITIES * CS Strategy & Forecasting: Own the end-to-end renewal forecasting process, ensuring Finance and CS leadership have a real-time view of churn risk and expansion opportunities. * Tooling & Systems: Manage and optimize the CS platform (e.g., Gainsight, Channeltivity) and its integration with the CRM (Salesforce) to ensure "one source of truth" for customer health. * Customer Journey Mapping: Collaborate with CS and Product leadership to design and automate "Success Plans" and automated playbooks for onboarding, adoption, and renewal. * Data & Insights: Establish and report on core metrics, including Time-to-Value (TTV), Health Scores, and Gross/Net Retention rates. * Enablement: Design and execute training for CSMs on new internal processes, playbooks, and commercial policies regarding renewals. QUALIFICATIONS * Experience: 4+ years in Customer Operations, RevOps, or CS Leadership within a B2B SaaS environment. * Expertise: Mastery of CS platforms (Gainsight/Totango), CRM (Salesforce), and data visualization tools. Financial Acumen: Deep understanding of SaaS retention metrics (GRR/NRR) and the mechanics of renewal contracts. * Education: BA/BS in Business, Operations, or a related field. ADDITIONAL SKILLS * Accessibility knowledge and experience would be a plus ABOUT DEQUE Deque (pronounced dee-cue) is a web accessibility software and services company, and our mission is Digital Equality.  We believe everyone, regardless of their ability, should have equal access to the information, services, applications, and everything else on the web. We work with enterprise-level businesses and organizations to ensure that their sites and mobile apps are accessible. With over 475,000 extensions installed and over 5,000 audit projects completed, Deque is the industry standard. Join our growing family as we work to make the web a better place for everyone. JOB LOCATION * Remote HOW TO APPLY * Apply by submitting your resume and a cover letter. Applications without a cover letter will not be considered.  IN YOUR COVER LETTER * Explain your interest in joining Deque and how you align with our Core Values * Depict key attributes that differentiate you as a candidate Deque is committed to providing Equal Employment Opportunities. Reference and background checks will be required. Thank you for your interest in joining our exciting company!