Customer Success Lead

Summary

Join Employment Hero, a fast-growing SaaS unicorn, as a Customer Success Team Lead and play a pivotal role in scaling and empowering the UK Customer Success team. You will be responsible for ensuring customer satisfaction, driving product adoption, and achieving customer goals through the HR and payroll platform. Working closely with various teams, you will lead strategic initiatives to increase retention, improve satisfaction scores, and deepen customer engagement. The ideal candidate will have experience growing high-performing teams, leading from the front, and using data to make impactful decisions. This role requires a strong people-first mindset, balancing leadership and coaching with hands-on execution. You will thrive in a fast-moving environment where change is constant and exciting.

Requirements

• A proven background in customer success, account management, or client services, ideally within SaaS or HR/payroll technology
• Leadership experience with a strong track record of coaching, mentoring, and scaling teams
• The ability to think strategically while executing tactically — you’ll thrive in both planning and doing
• Excellent communication and relationship-building skills, with a genuine passion for helping customers succeed
• A data-driven mindset and strong problem-solving skills to drive continuous improvement
• A commitment to creating meaningful, valuable customer experiences that deliver real results

Responsibilities

• Leading and inspiring a high-performing Customer Success team, fostering a culture of engagement, development, and accountability
• Designing and executing strategic plans to drive customer satisfaction, retention, and advocacy
• Analysing customer feedback and usage data to continuously improve service delivery and inform product enhancements
• Collaborating with cross-functional teams to optimise the customer journey from onboarding through to renewal and expansion
• Acting as a strong voice of the customer internally, ensuring their needs are heard and addressed at all stages of the product lifecycle
• Implementing scalable processes, playbooks, and best practices to support our growing customer base
• Staying on top of customer success trends, tools, and frameworks to help us stay ahead of the curve

Benefits

• A generous budget for your home office
• Cutting-edge tools and technology
• Reward and recognition programs - because great work should be recognised and rewarded
• Learning and development (including an external study policy, live monthly professional development classrooms, and premium online learning content)
• Employee Share Option Program: be an owner of Employment Hero
• Annual Global Gathering - so far we've been to Thailand, Vietnam, Bali and are excited to meet in Dubai in 2025