Customer Success Manager

Who we are

Employment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution.

Since our inception in 2014, we've scaled to a $2 billion valuation and gained a presence in 6 countries globally – Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 2 million employees.

The EH Way

At Employment Hero, we're proud of our unique DNA, which we call The EH Way.

1. We are Mission First – everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our Mission
2. We are Remote First – we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy
3. We are AI First – we are committed to using AI to accelerate our mission; AI is not just a tool, it's a fundamental part of how we operate, innovate, and scale
4. We are Apolitical – we do not take a position on political or social topics, unless it relates to our Mission
5. We Live by Our Values – we role model our values 100% of the time
6. We Expect High Performance – we set a high standard and we're not satisfied with being average

This role

As a Customer Success Manager, you will be the primary strategic partner for a dedicated portfolio of approximately 40 of our highest-value clients. This is not a support role; you are the CEO of your own book of business. Your mission is to embed Employment Hero as an indispensable part of your clients' operations by ensuring they achieve a significant return on their investment.

You will operate within a sophisticated Account Management model, focusing on building influential relationships with key stakeholders, driving growth, and identifying strategic upsell opportunities. Success in this role means transforming client satisfaction into powerful advocacy, leveraging strong performance indicators to create champions for our brand. You will be the central point of contact, orchestrating internal resources from across the business to ensure your clients are expertly supported at every stage of their journey.

This will include the following:

• Portfolio Management & Retention: Proactively manage the health and success of your accounts to maximise client longevity. You will take full ownership of your portfolio's performance against a target for Net Revenue Retention (NRR).
• Strategic Growth: Develop and execute account plans designed to drive expansion. You will be directly responsible for achieving targets related to upsell growth, identifying and converting opportunities to add value and grow revenue.
• Consultative Partnership: Conduct strategic business reviews (QBRs) and executive-level check-ins to align our platform's capabilities with your clients' core business objectives, ensuring they derive maximum value.
• Risk Mitigation: Leverage data insights and client relationships to identify, forecast, and mitigate churn risk, developing proactive strategies to ensure long-term client loyalty and protect your NRR.
• Customer Experience: Act as the voice of the customer internally, orchestrating a seamless experience that reduces client friction. You will be responsible for monitoring and improving the Customer Effort Score (CES) for your portfolio.
• Advocacy Development: Identify and capitalise on strong advocacy indicators (high NPS, positive health scores, strong engagement) to cultivate customer champions for case studies, referrals, and testimonials.

Who you are

To thrive at Employment Hero, you'll need to embody The EH Way – operating with focus, agility, and an obsession with impact.

For this role, you'll also bring:

• 3+ years of experience in a B2B Customer Success, Account Management, or strategic consulting role, in a SaaS business.
• Commercial Acumen: A proven track record of managing a portfolio of high-value accounts, with direct responsibility for retention and expansion targets. Sales experience is highly regarded.
• Executive Presence: The ability to confidently engage with and influence senior stakeholders, leading strategic conversations that tie product value to business outcomes.
• Technical Aptitude: Experience solving client technology issues and a deep understanding of the end-to-end software customer journey. Experience in HR or Payroll tech is a significant advantage.
• Data Proficiency: Experience owning customer satisfaction metrics (NPS), analysing customer feedback, and using CRM software (e.g. Salesforce, Gainsight) to make data-driven decisions.

What we can offer

At Employment Hero, we don't just talk about a better way to work – we live it. Joining Employment Hero means:

• You will work remotely, with the flexibility to own your time and impact
• You will access cutting-edge tools to amplify your work, knowledge and outputs
• You'll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
• You'll own ESOP (employee share options) in one of the world's fastest-growing tech companies
• You'll also have access to a wide range of benefits that includes: a very generous parental leave policy, subsidised egg freezing (so you can make the choice that's right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunities

At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here:

Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.

Candidates are kindly requested to submit their CV in PDF format for review.