Senior Manager, Customer Success & Account Management - Remote
5 days ago
Altrincham
Who we are Employment Hero is on a mission to make employment easier and more valuable for everyone around the world. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution. Since launching, we’ve grown from startup to global scale, reaching double-unicorn status and building a presence across multiple countries, with even more growth ahead. We now serve hundreds of thousands of SMEs, pay millions of employees, and support a growing pool of job seekers finding their next role through our platform. The EH Way At Employment Hero, we’re proud of our unique DNA, which we call The EH Way. • We are Mission First - Our Mission determines what we work on, where we invest, and where we focus. Every decision runs through a single filter: does this accelerate our Mission?, • We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy, • 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, • We Live by Our Values - we role model our values at all times, • We Expect High Performance - we set a high standard and we’re not satisfied with being average This role As our Senior Manager, Customer Success & Account Management, you’ll be working with our UK Managing Director, and will be instrumental in leading the commercial evolution of our UK Customer Success function. You will lead our regional team to protect and expand our customer portfolio while shifting our operational focus from reactive support to proactive, commercially-driven revenue growth. Your key focus areas will be • Own the revenue trajectory of your book You will carry a Net Revenue Retention (NRR) quota across a portfolio of SMB accounts, accountable for both preventing churn and growing ARR through expansion. This is not a relationship-management role — you are expected to retain, grow, and be measured on the commercial outcome of every account you manage., • Turn adoption into advocacy You will drive measurable product embedding across your portfolio — moving customers from go-live to active across the Employment Hero Platform — and convert the highest-performing accounts into referenceable advocates, case studies, and referral sources. Advocacy is a commercial output, not a nice-to-have., • Intervene before customers tell you there's a problem You will work from a live health score across your book, identifying risk signals before they become churn conversations. You will own the save motion end-to-end — diagnosing root cause, designing the intervention, and closing the recovery — with pre-approved commercial authority to act without escalation., • Raise the bar for how we do CS You will be expected to contribute to the playbook, not just execute it — flagging what is not working, proposing improvements, and helping build the model as we scale. The best CSMs here will leave fingerprints on how the function operates, not just on their own book., • Marketing & Product You will need to align with our Marketing & Product teams both local & global to surface opportunities via Product Marketing and to provide insights to our Product teams that represent requests from our highest value customers. This will include • Directly leading, coaching, and developing the UK CS (including Customer Success Managers, Partner Success Specialists, Hiring Support Specialists and Customer Growth consultants), establishing a high-performance, output-focused culture., • Designing, implementing, and executing proactive account development plans, QBR cadences, and robust risk-reporting playbooks that separate ‘Risk of Churn’ from ‘Actual Churn’., • Identifying and acting on commercial whitespace across our SME customer base, maximizing the monetization of new product features and modular updates., • Partnering with UK Sales, Marketing, Onboarding, Product and Support teams to build a seamless customer journey and capture high-growth regional opportunities., • Working closely with UK Enablement to identify team product capability gaps and quickly execute training on rapid product updates., • Managing team performance objectively and independently to ensure absolute alignment with our high-performance culture and strategic direction. 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 • Proven people-leadership experience managing a Customer Success or Account Management team within B2B SaaS (HR, Payroll, recruitment Tech is an advantage), • Demonstrated track record running a team with quota-bearing expansion targets, owning commercial metrics such as NRR and NPS, • Experience leading a team through strategic change management, transforming support or CX functions into commercial account management units., • Strong analytical capability and commercial acumen—comfortable using data and risk-reporting frameworks to understand portfolio health., • Fast learning agility with the ability to rapidly understand a complex, frequently updated SaaS product., • You will have great interpersonal skills as well as a strong bias towards excellent client service coupled with business outcomes. 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’ll • Competitive Compensation: A highly competitive base salary and a rewarding, performance-based commission structure tied to regional retention and expansion metrics., • Work in a remote-first environment, giving you the autonomy to do your best work while delivering meaningful outcomes., • Be trusted to own your work, make decisions, and have a real impact from day one., • Access cutting-edge AI tools and technology that help you move faster, think bigger, and amplify your expertise., • Surround yourself with ambitious, high-performing teammates who will challenge, support and inspire you to do the best work of your career., • Own ESOP (Employee Share Options) in one of the world’s fastest-growing technology companies, so you can share in the value you help create., • Enjoy a comprehensive benefits package, including generous parental leave, subsidised egg freezing, a home office allowance, and outstanding learning and development opportunities to support your growth., • Connect with colleagues from around the world at our Annual Global Gathering. We’ve celebrated together in Thailand, Vietnam, Bali and Dubai, and can’t wait to meet in the Gold Coast, Australia, for our upcoming gathering. Privacy and AI Notices We’re AI-first, so may use AI tools to review your applications and support our interviewing and hiring process. They help us cut the noise, surface great talent fast and make sure every candidate gets a fair, consistent experience. These tools do not replace human judgment and the final hiring decision sits with our team. We verify candidate identity and location as part of our hiring process. At Employment Hero, we are committed to safeguarding the privacy of your application data. By applying to this role, you acknowledge our Applicant Privacy Policy made available here: employmenthero.com/legals/applicant-policy/.
