Account Manager

Who are we?

Humanforce’s vision is to make work easier and life better for frontline and flexible workforces.

Humanforce provides the market leading, best-in-one human capital management (HCM) suite for frontline and flexible workforces - without compromise. Our employee centred, intelligent and compliant HCM suite is highly integrated and composable, and consists of Workforce Management (WFM), HR, Payroll, and Wellbeing.

Humanforce has built strong foundations since its founding in 2002. We help over 2300 customers and almost 1 million employees under management in 30+ countries, across a wide range of industries, including aged, child and health care; education; hospitality; retail; local government and more. Today, we have offices across Australia, New Zealand, United Kingdom, North America and the Philippines.

Customers choose Humanforce because we enable them to deliver an exceptional employee experience, build a compelling employee value proposition, and connect the flow of the world’s talent with the growth, productivity and efficiency objectives of frontline and flexible workforces.

Who you are

As a Mid-Market Account Manager, you are a commercially savvy relationship builder with a passion for customer success and expansion. You thrive in dynamic environments and are motivated by customer outcomes, retention, and growth. Acting as both a trusted advisor and strategic thinker, you are comfortable owning the full customer lifecycle, driving engagement, advocating internally, and identifying opportunities for upsell and cross-sell across your portfolio.

You bring experience in SaaS account management or customer success, ideally with exposure to HCM or HR technology. You're confident creating territory and account plans, deeply understanding customer needs, and ensuring a consistent communication and engagement rhythm across a high-volume customer base.

What you will do

- Manage a defined portfolio of mid-market accounts to drive customer satisfaction, retention, and growth.
- Own all touch-points across the customer lifecycle, from onboarding to renewal, serving as the primary point of contact.
- Create strategic account plans to identify cross-sell and upsell opportunities and execute against these through structured programs.
- Champion proactive communication and engagement to ensure all customers receive consistent value from their Humanforce investment.
- Drive commercial conversations leveraging Challenger Sales and MEDPIC to align solutions with customer business goals.
- Collaborate with sales, marketing, product, and support teams to ensure seamless delivery and advocacy across the account journey.
- Maintain accurate CRM data to support forecasting and pipeline transparency.

What you’ll need

- Proven experience in SaaS account management or customer success, ideally in HR tech, WFM, or payroll.
- Strong commercial acumen and a track record of driving revenue growth within existing accounts.
- Demonstrated ability to build and execute territory and account plans.
- Proficiency in CRM tools (SugarCRM preferred, but not a must).
- Excellent communication and stakeholder engagement skills.
- An outcomes-focused mindset with a passion for delivering measurable value.

Some 'nice to haves':

- Understanding of the HCM landscape.
- Prior experience with customers in frontline work industries or dispersed workforces.

Our values

- We are bold
- We are all in
- We are customer obsessed
- We do what we say
- We are good humans

Our approach to flexibility

We are passionate about people making their own decisions about where and when they work. Our aim is to facilitate hybrid working (mix of in the office and from home) where possible to support our people to be effective, empowered, and productive to achieve both their career and personal goals. Because we recognise that working flexibly means different things to different people, flexible working exists in many forms.

Benefits

- A flexible working environment
- The opportunity to be part of a fast-growing tech company
- A focus on development with access to Go1
- Paid parental leave and Quarterly Wellbeing Days
- Employee talent referral scheme (know great people, be rewarded)
- A fun and friendly culture working with passionate and talented people
- A work environment where you can genuinely improve the world of work

We are a diverse and dispersed organisation and are actively looking to grow our team with individuals from all diverse backgrounds. We encourage applicants from all backgrounds, cultures, ages, genders, neurodiversity, religions, sexual orientations, and experiences to apply.

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