Strategic, Customer Success Manager
Humanforce
8 hours ago
Full-time
Hybrid (Sydney, New South Wales, Australia)
Australia
Work options: Hybrid
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.
Who are we?
Humanforceʼs 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 centered, intelligent and compliant HCM suite is highly integrated and composable, and consists of Workforce Management (WFM), HR, Talent, 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 worlds talent with the growth, productivity and efficiency objectives of frontline and flexible workforces.
AI at Humanforce
At Humanforce, we’re not experimenting at the edges of AI, we’re redesigning the core of how we operate. We see AI as a fundamental shift, not an incremental improvement, and we’re deliberately moving toward becoming an AI-native organisation.
That means rethinking how work gets done end-to-end, how we build our products, make decisions, serve customers, and scale impact. We’re not layering AI onto old ways of working, we’re redefining and reimagining our processes, tools, and team structures to take full advantage of what AI makes possible.
This is a moment of real change. We’re moving fast, learning in real time, and challenging assumptions about roles, workflows, and productivity. If you’re motivated by transformation, not optimisation, and want to help shape how a global tech company serves its customers in an AI-first future, Humanforce is the place to do it.
Who You Are
You are a commercially sharp and relationship-driven customer success professional who operates at the strategic level. You manage a portfolio of Humanforce’s most significant enterprise customers with a long-term mindset, focused not just on renewals, but on measurable outcomes, deep product adoption, and genuine partnership. You understand that customer health is a commercial outcome, and you take personal accountability for it.
You bring a rare combination of executive presence and operational rigour. You can hold a boardroom conversation with a Chief People Officer one hour and dive into a platform challenge the next. You don’t just manage relationships, you shape them, bringing proactive insights, honest guidance, and a clear point of view on how Humanforce can help customers achieve what matters most to their business.
You are energised by complexity. You thrive when navigating multi-stakeholder environments, balancing competing priorities, and turning ambiguous situations into clear plans of action. You are the kind of CSM that customers call when something goes wrong, not because they expect you to fix it instantly, but because they trust you to own it and drive it to resolution with urgency and care. You are a voice for the customer inside Humanforce, and a collaborator who makes every team around you better.
What You Will Do
Account Planning & Relationship Management
We are passionate about people making their own decisions about where and when they work. Our hybrid model of minimum two days a week of in office moments supports flexibility tailored to individual and team needs, empowering people to achieve their career and personal goals.
Benefits
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.
Who are we?
Humanforceʼs 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 centered, intelligent and compliant HCM suite is highly integrated and composable, and consists of Workforce Management (WFM), HR, Talent, 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 worlds talent with the growth, productivity and efficiency objectives of frontline and flexible workforces.
AI at Humanforce
At Humanforce, we’re not experimenting at the edges of AI, we’re redesigning the core of how we operate. We see AI as a fundamental shift, not an incremental improvement, and we’re deliberately moving toward becoming an AI-native organisation.
That means rethinking how work gets done end-to-end, how we build our products, make decisions, serve customers, and scale impact. We’re not layering AI onto old ways of working, we’re redefining and reimagining our processes, tools, and team structures to take full advantage of what AI makes possible.
This is a moment of real change. We’re moving fast, learning in real time, and challenging assumptions about roles, workflows, and productivity. If you’re motivated by transformation, not optimisation, and want to help shape how a global tech company serves its customers in an AI-first future, Humanforce is the place to do it.
Who You Are
You are a commercially sharp and relationship-driven customer success professional who operates at the strategic level. You manage a portfolio of Humanforce’s most significant enterprise customers with a long-term mindset, focused not just on renewals, but on measurable outcomes, deep product adoption, and genuine partnership. You understand that customer health is a commercial outcome, and you take personal accountability for it.
You bring a rare combination of executive presence and operational rigour. You can hold a boardroom conversation with a Chief People Officer one hour and dive into a platform challenge the next. You don’t just manage relationships, you shape them, bringing proactive insights, honest guidance, and a clear point of view on how Humanforce can help customers achieve what matters most to their business.
You are energised by complexity. You thrive when navigating multi-stakeholder environments, balancing competing priorities, and turning ambiguous situations into clear plans of action. You are the kind of CSM that customers call when something goes wrong, not because they expect you to fix it instantly, but because they trust you to own it and drive it to resolution with urgency and care. You are a voice for the customer inside Humanforce, and a collaborator who makes every team around you better.
What You Will Do
Account Planning & Relationship Management
- Develop, own, and execute comprehensive success plans for a portfolio of strategic enterprise accounts, aligning Humanforce’s capabilities to each customer’s business objectives, workforce challenges, and growth priorities.
- Build and maintain deep, trusted relationships across your portfolio, from day-to-day users through to C-suite sponsors, serving as the primary point of contact and an indispensable strategic partner.
- Lead regular executive business reviews and value realisation workshops that demonstrably connect Humanforce’s platform to customer outcomes, in close collaboration with the Account Management team.
- Partnering with Account Managers and our Renewals Manager on the renewal process, to support the proactive management of timelines, identifying risk early, and building a compelling commercial case for customers to stay and grow with Humanforce.
- Monitor customer health metrics and leading indicators of churn, implementing targeted intervention strategies to protect and grow net revenue retention across the portfolio.
- Identify upsell and cross-sell opportunities by understanding each customer’s evolving needs and usage patterns, bringing well-qualified opportunities to the Account Management team and partnering to execute on them.
- Ensure customers are fully leveraging the Humanforce platform by driving structured adoption programs, delivering tailored training, and connecting customers to the right internal resources at the right time.
- Develop and deliver compelling value narratives that quantify the business impact of Humanforce’s solutions, turning usage data into meaningful ROI stories for customer stakeholders.
- Take ownership of critical escalations, coordinating cross-functional resources with clarity and composure to drive rapid resolution, then conducting post-incident reviews to prevent recurrence.
- Serve as the voice of the customer internally, gathering and synthesising product feedback, identifying systemic friction points, and advocating for platform improvements that benefit the broader customer base.
- Cultivate customer advocates within your portfolio, leveraging success stories and testimonials to support Humanforce’s sales and marketing efforts.
- Significant experience in a senior Customer Success or Strategic Account Management role within a B2B SaaS company, with a proven track record of managing complex, high-value enterprise accounts through the full lifecycle, from adoption through to renewal and expansion.
- Proven ability to build and maintain executive-level relationships, with the confidence and commercial acumen to engage credibly with C-suite and VP-level stakeholders.
- Strong commercial instincts and demonstrable experience contributing to revenue outcomes through expansion, upsell, and renewal in close partnership with Account Management or Sales teams.
- A data-driven approach to customer success, fluent in customer health metrics, NPS, product adoption signals, and renewal forecasting, with the ability to translate data into clear, proactive action.
- Excellent communication and presentation skills, with the ability to distil complex information into compelling narratives and navigate ambiguity in high-stakes situations.
- Experience with HCM, WFM, or Payroll SaaS platforms, and familiarity with the operational challenges faced by frontline and flexible workforce employers.
- Experience using Customer Success platforms such as Gainsight, ChurnZero, or Totango to manage portfolio health and drive data-informed engagement.
- Formal Customer Success certifications (e.g. Gainsight, SuccessHACKER) or training in enterprise account management.
- We are bold
- We are all in
- We are customer obsessed
- We do what we say
- We are good humans
We are passionate about people making their own decisions about where and when they work. Our hybrid model of minimum two days a week of in office moments supports flexibility tailored to individual and team needs, empowering people to achieve their career and personal goals.
Benefits
- A truly flexible workplace through our Flex@HF approach
- The opportunity to be part of a fast-growing global tech company
- A focus on learning and development through Humanforce HR
- A generous talent referral program – know great people, be rewarded
- 12 weeks paid parental leave for primary careers, 4 weeks for secondary
- 4 extra days leave to focus on your wellbeing
- Contemporary and practical Employee Assistance Program
- A cool reward and recognition program – shout to your colleagues and earn points to spend
- Access to our own financial wellbeing platform Thrive – including earned wage access, tools to budget and save, perks and cashback across 100s of Australian retailers
- Fun, collaborative culture with passionate people
- A workplace where you can genuinely improve the world of work!