[Hiring] Senior Manager, Customer Success & Account Management @Employment Hero

Role Description

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.

• Own the revenue trajectory of the UK book: You will carry a Net Revenue Retention (NRR) quota across the UK portfolio, accountable for both preventing churn and growing ARR through product adoption and expansion.
• Turn adoption into advocacy: You will drive measurable product usage across the UK portfolio — supporting your team to move 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 the UK 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.
• 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.

Qualifications

• 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.
• Great interpersonal skills as well as a strong bias towards excellent client service coupled with business outcomes.

Benefits

• 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.