Senior Manager, Customer Success & Account Management - Remote

Position: Senior Manager, Customer Success & Account Management  - Remote
Location: Ashton-Under-Lyne

Who we are

Employment Hero is on a mission to make employment easier and more valuable for everyone around the world. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution.

Since launching, we’ve grown from startup to global scale, reaching double-unicorn status and building a presence across multiple countries, with even more growth ahead. We now serve hundreds of thousands of SMEs, pay millions of employees, and support a growing pool of job seekers finding their next role through our platform.

The EH Way

At Employment Hero, we’re proud of our unique DNA, which we call The EH Way.

• We are Mission First - Our Mission determines what we work on, where we invest, and where we focus. Every decision runs through a single filter: does this accelerate our Mission?
• We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy
• 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
• We Live by Our Values - we role model our values at all times
• We Expect High Performance - we set a high standard and we’re not satisfied with being average

This role

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.

Your key focus areas will be

• Own the revenue trajectory of your book You will carry a Net Revenue Retention (NRR) quota across a portfolio of SMB accounts, accountable for both preventing churn and growing ARR through expansion. This is not a relationship-management role — you are expected to retain, grow, and be measured on the commercial outcome of every account you manage.
• Turn adoption into advocacy You will drive measurable product embedding across your portfolio — moving 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 your 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. The best CSMs here will leave fingerprints on how the function operates, not just on their own book.
• 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, Q  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…