Customer Success Manager at Employment Hero

Information Technology and Services, Customer Service, Full-time, Remote, Sydney, New South Wales, Australia sydney remote support full-time
Posted a month ago

Our mission and where you fit in

At Employment Hero, we're an ambitious bunch of people on a mission to make employment easier and more valuable for everyone.

Since our inception in 2014, we've had some pretty impressive growth (100% YoY), now serving 300,000 businesses globally, with 2 million+ users on the platform, reaching unicorn status in 2022 - and we have no plans to slow down.

There's never been a more exciting time to join one of the fastest-growing SaaS unicorns, so let's see if we could be a match!

What Might Your Days Look Like

We're a team of global innovators, who cherish diverse perspectives that fuel our mission; to simplify the world of work for SMBs worldwide.

As a Customer Success Manager, you will be building strong relationships with our SaaS platform's clients, ensuring their successful adoption and utilisation of our product, and driving long-term customer satisfaction and retention. To be successful, you'll play a vital role in driving customer success and seamless collaboration across our organisation. Your focus will be on managing critical customer engagements, ensuring proactive support, and fostering strong relationships.

You will provide tailored training, track customer progress, make proactive recommendations, and collaborate with the sales team for a personalised implementation plan. As the single point of contact, you'll ensure long-term customer satisfaction and success. Your expertise in customer engagement and strategic guidance will be instrumental in delivering a delightful customer experience.

As a Customer Success Manager you'll be responsible for;

  • Act as the primary point of contact for assigned clients, building strong relationships and understanding their business needs and goals.
  • Collaborate with clients to develop and execute tailored success plans, ensuring they achieve their desired outcomes and maximise product adoption and value of the Employment Hero offerings
  • Provide proactive guidance and recommendations to clients on best practices, product features, and strategies to optimise their usage of our platform.
  • Conduct regular check-ins and business reviews to assess client progress, address any challenges, and identify opportunities for expansion.
  • Serve as a problem solver and advocate for clients, addressing any technical issues, concerns, or questions promptly and effectively.
  • Collaborate with cross-functional teams, including Sales, Product, and other CX teams, to ensure a seamless customer experience and successful resolution of client needs
  • Monitor and analyse client usage data and metrics to identify trends, proactively address potential issues, and provide data-driven insights to clients.
  • Identify opportunities for upselling and cross-selling additional products or services that align with client needs and objectives.
  • Champion customer feedback and insights internally, contributing to product enhancements and improvements based on client input.
  • Stay up-to-date with industry trends and best practices in SaaS, customer success, and related fields to continually provide value to clients.

What Will You Bring

  • Bachelor’s degree or equivalent work experience with a minimum of 2-3 years in Customer Success Management or account management, including some exposure to enablement, training, coaching, and development roles.
  • Familiarity and usage of Customer Success tools such as Asana, G Suite, Salesforce, Zendesk, and Confluence, either as a user or with some administrative experience.
  • Strong interpersonal, communication and presentation skills, with a willingness to learn and grow.
  • Strong ability to build rapport, trust, and credibility with clients at all levels of an organisation and execute under deadlines with guidance where necessary.
  • Experience collaborating with global teams is a plus, preferably in a SaaS organisation.
  • Excellent problem-solving and critical-thinking abilities, with a proactive approach to identifying and addressing client needs.
  • Proficiency in analysing data and translating insights into actionable recommendations.
  • Self-motivated, adaptable, and able to thrive in a fast-paced and evolving environment.

Experience is important, but for us the biggest measure of success is people who can live and breathe our values. Show us what you can bring to the table, and we'll empower you to let your talents shine.

Life at Employment Hero

Remote-first principles

At Employment Hero, we're not just working remotely; we're integrating flexibility and global reach into the heart of our daily operations.

We also recognise the value of face-to-face connection, and organise local and global gatherings throughout the year to celebrate our wins and make meaningful connections with our colleagues.

Work your way

Every hero has unique powers. Bound by a common purpose and trust, we encourage each other to work in ways that allow us to bring our best selves to work.

We've got your back

Whether you're a seasoned remote-first pro, or a first-timer, you're in good company. With 900+ heroes globally, team support and collaboration is at your fingertips.

But don't just take it from us, here's a quote from one of our NZ heroes:

"Working for a company that has purpose and meaning is felt throughout the entire business. No one turns up to work just to get paid - we turn up to work because we care and take pride in what we do, but we also know how to create balance and flexibility in the important things in our life, such as family, friends and leading a lifestyle consistent with our values."

Plus you'll get to enjoy a number of great perks, including:

  • Remote-first and flexible working arrangements
  • A generous budget to spend on setting up your home office (if you need a desk, chair, or screen? We've got you covered!)
  • We set you up for success with the latest and greatest hardware, tools and tech
  • Learning and development (including an external study policy, live monthly professional development classrooms, and premium online learning content!)
  • Reward and recognition programs - because great work should be recognised and rewarded
  • Including Lightning Award for delivering quality work at speed and Values Champion Awards
  • Swag app cashback offers and discounts on hundreds of your favourite brands and products
  • Self, health, wealth and happiness programs
  • Social events and team celebrations
  • Employee Share Option Program: be an owner of Employment Hero
  • Annual Global Gathering to get to know your global colleagues - so far we've been to Thailand, Vietnam and are excited to meet in Bali in September 2024

We also recognise that the same recruitment process doesn't fit all, so should you require any accommodations or adjustments, simply let us know.

Are we a match?

Upon applying, you can anticipate a thorough review of your application, followed by an engaging interview process. Successful candidates will have the opportunity to meet with relevant stakeholders, gaining valuable insights into the organisation and the role.

Not exactly the right fit for you?

  • If you're excited about Employment Hero, but this role is not the one for you, we encourage you to explore our careers page, packed with many more great opportunities.
  • Know someone who would be a great fit? Feel free to share the role with your network!

Note to recruiters: Employment Hero has a dedicated in-house recruitment team who are focused on finding the very best talent for our organisation and we kindly request that recruiters do not contact us regarding assisting with our job vacancies. While we appreciate your interest and expertise, we have everything we need in-house to attract and hire the right candidates for our team. Thank you.

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