Overview
Customer Success Manager (AU) - Remote at Employment Hero. 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. You will orchestrate internal resources to ensure clients are supported at every stage of their journey.
Responsibilities
- Portfolio Management & Retention: Proactively manage the health and success of your accounts to maximise client longevity. Take ownership of your portfolio\'s performance against a Net Revenue Retention (NRR) target.
- Strategic Growth: Develop and execute account plans to drive expansion. Responsible for upsell targets, identifying and converting opportunities to add value and grow revenue.
- Consultative Partnership: Conduct strategic business reviews (QBRs) and executive-level check-ins to align the platform with client objectives, ensuring maximum value.
- Risk Mitigation: Use data insights and relationships to identify churn risk, forecast, and implement proactive strategies to protect NRR.
- Customer Experience: Act as the voice of the customer internally, orchestrating a seamless experience and monitoring the Customer Effort Score (CES) for your portfolio.
- Advocacy Development: Identify advocacy indicators to cultivate customer champions for case studies, referrals, and testimonials.
Who you are
To thrive, you should embody The EH Way and bring the following:
- 3+ years in a B2B Customer Success, Account Management, or strategic consulting role in a SaaS business.
- Commercial Acumen: Proven ability to manage high-value accounts with retention and expansion targets; sales experience is a plus.
- Executive Presence: Confident in engaging with and influencing senior stakeholders to tie product value to business outcomes.
- Technical Aptitude: Experience solving client technology issues and understanding the end-to-end software customer journey. HR or Payroll tech experience is advantageous.
- Data Proficiency: Experience with customer satisfaction metrics (NPS), analyzing feedback, and using CRM tools (e.g., Salesforce, Gainsight).
What we can offer
- Remote work with flexible time and impact.
- Access to cutting-edge tools to amplify work and outputs.
- Ambitious, outcome-driven colleagues and strong learning opportunities.
- Employee Share Options (ESOP) in a quick-growing tech company.
- Benefits including generous parental leave, subsidised egg freezing, a WFH budget, and learning & development opportunities.
At Employment Hero, we are committed to safeguarding the privacy of your application data. Read our Applicant Privacy Policy here:
Employment Hero celebrates diverse perspectives and experiences; we invite people of all backgrounds and identities to apply.
Candidates are kindly requested to submit their CV in PDF format for review.
Employment details
- Seniority level: Associate
- Employment type: Full-time
- Job function: Other and Human Resources
- Industries: Technology, Information and Media
#J-18808-Ljbffr
📌 Customer Success Manager (AU) - Remote
🏢 Employment Hero
📍 City of Joondalup