Customer Success Manager (ANZ) - Remote

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. To succeed, you must possess the emotional intelligence (EQ) and resilience to navigate complex environments. While your goal is partnership, you must be prepared to manage high-stakes conversations; your ability to stand firm during challenging interactions and steer them toward positive outcomes is essential. You will act as the central point of contact, orchestrating internal resources to ensure clients are expertly supported. This requires a pragmatic, data-led approach, ensuring that when you advocate for your clients internally, you do so with clear evidence rather than emotion, streamlining the path to solution.

Your key focus areas will be:

Responsibilities

• Outcome-Driven Portfolio Management: Take full ownership of Net Revenue Retention (NRR) by prioritising actionable outcomes over regular "facetime".Conduct Strategic Business Reviews (QBRs) to align platform capabilities with specific client objectives.
  
• Technical Expertise & Advocacy: Commit to becoming a product expert to navigate complex technical problems and showcase the evolving value of the platform. Act as the internal "voice of the customer," using data to provide engineering teams with actionable feedback rather than reactive requests.
  
• Resilient Relationship Management: Build influential relationships with senior stakeholders using high EQ and "Executive Presence". Navigate high-stakes conversations and de-escalate friction to turn challenging interactions into outcomes of trust.
  
• Strategic Growth: Proactively manage account health and identify expansion
  
• opportunities to maximise client longevity and revenue.
  
  

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:

• Experience: 3+ years of experience in a B2B Customer Success, Account Management, or strategic consulting role, ideally within a SaaS business.
  
• High Emotional Intelligence (EQ): You build deep, positive relationships and advocacy, but also possess the resilience to navigate critical challenges when they arise. You are comfortable standing your ground in complex situations, remaining composed to de-escalate friction and turn difficult moments into outcomes of trust.
  
• Data-Led Pragmatism: You lead with pragmatism rather than emotion. You are proficient in using data (NPS, health scores) and CRM software (e.g., Salesforce, Vitally) to make objective decisions and justify the allocation of internal resources.
  
• Executive Presence: The ability to confidently engage with and influence senior stakeholders.
  
• Technical & Commercial Acumen: Proven ability to digest challenging products and manage high-value accounts with responsibility for retention and expansion targets
  

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
  

We’re AI-first, so you may meet some of our AI tools early in the process. They help us cut the noise, surface great talent fast and make sure every candidate gets a fair, consistent experience.

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. To understand how we do so, you can read our Applicant Privacy Policy here employmenthero.com/legals/applicant-policy/

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