Head of Customer Success, Global

Who we are Employment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution. Since our inception in 2014, we’ve scaled to a $2 billion valuation and gained a presence in 6 countries globally - Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 2 million employees. The EH Way At Employment Hero, we’re proud of our unique DNA, which we call The EH Way. 1. We are Mission First - everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our Mission 2. We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy 3. 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 4. We are Apolitical - we do not take a position on political or social topics, unless it relates to our Mission 5. We Live by Our Values - we role model our values 100% of the time 6. We Expect High Performance - we set a high standard and we’re not satisfied with being average This role The Head of Customer Success is globally responsible for designing, leading and scaling the Customer Success function to ensure customers realise maximum value from our platform. This role drives customer adoption, retention, satisfaction, and growth through a consistent, proactive, and measurable success framework. As a senior leader within the Customer Value organisation, this role defines and executes the global customer success strategy, ensuring operational excellence across regions, while fostering a customer-centric culture that supports long-term engagement and commercial growth. Your key focus areas will be:

• Attaining high levels of global customer retention, satisfaction, and lifetime value.
• Scaling and implementing efficient Customer Success frameworks across all regions.
• Lead a high-performing, engaged global Customer Success organisation.
• Reduce churn and increase customer advocacy and referrals.
• Strong cross-functional collaboration delivering consistent, high-quality customer experiences.
• Successful deployment and measurable impact of AI-enabled tools and processes within the global Customer Success function.

As our Head of Customer Success, you’ll be globally responsible for Leadership & People Management

• Lead, coach, and develop regional Customer Success leaders and teams to build a high-performing, customer-first organisation.
• Implement the new global CS structure, clearly defining the distinct roles, responsibilities, and engagement models for Relationship Managers vs. technical CSMs.
• Drive workforce planning, professional development, and succession planning to support global growth.
• Foster a collaborative, empowered, and accountable team culture focused on customer value.

Global Customer Success Strategy

• Design and deploy a globally-standardised, tiered service model, ensuring customers receive the right level of engagement based on their segment, channel, and complexity.
• Build and lead the new Global Retention function, codifying a central strategy, toolkit, and playbooks for proactive and reactive churn reduction.
• Own the global roadmap for CS, including standardising the renewals process, upsell pipeline management, and customer escalation paths across all regions.
• Ensure customer success programs drive measurable customer outcomes and business impact.

Operational Excellence

• Standardise and optimise the global CS tech stack (e.g. Salesforce, Vitally) to create a single source of truth for customer health and engagement.
• Partner with the Head of Customer Education to embed education outputs into the CS model, reducing low-level support load and enabling CSMs to be more strategic.
• Own all global CS metrics; including NRR, adoption, churn, and NPS, using data to forecast risk and drive proactive interventions.
• Continuously improve the efficiency, scalability, and consistency of the customer experience.

Stakeholder Management & Advocacy

• Act as the global Voice of Customer (VoC), representing customer interests in executive discussions and decision-making forums, by translating customer insights into product and process improvements.
• Partner with Product, Sales, Marketing, and Implementations to ensure seamless customer journeys and strong cross-functional alignment.
• Partner with the Heads of Implementations, Education, and Support to ensure a seamless end-to-end customer journey and frictionless handoffs.
• Build trusted relationships with key enterprise customers, serving as an executive sponsor for strategic accounts.

Growth & Commercial Impact

• Partner with Presales, Sales and Account Management to identify and execute expansion opportunities.
• Drive revenue retention and growth through proactive success management and customer advocacy.
• Lead initiatives that strengthen customer loyalty, advocacy, and reference-ability across global markets.

AI and Automation

• Lead the strategic integration of AI and automation across the global Customer Success function to enhance efficiency, customer insights, and proactive engagement.
• Partner with Product, Data, and Engineering teams to embed AI-enabled capabilities into customer success tools, dashboards, and workflows.
• Champion the responsible use of AI to personalise the customer experience at scale while maintaining empathy, compliance, and human oversight.
• Build team capability in using AI-powered systems to drive measurable improvements in customer retention, adoption, and satisfaction.

Who you are To thrive at Employment Hero, you’ll need to embody The EH Way - operating with focus, agility, and an obsession with impact. For this role, you’ll also bring:

• 10+ years in Customer Success / SaaS / HRIS / payroll / enterprise software, professional services; including multi-product or platform-based delivery.
• 5+ years leading senior, multi-layered, client-facing teams, ideally across multiple regions/time zones.
• Strategic Leadership: Ability to develop, define and execute global strategies that drive customer outcomes and organisational growth.
• Customer Focus: Deep commitment to understanding and delivering value for customers.
• Transformational Experience: Proven experience in building and transforming a global CS function, not just managing a mature one.
• Commercial Acumen: Strong understanding of customer ROI, value metrics, and revenue retention levers.
• Retention Strategy: Demonstrable experience building a centralised Retention/Churn-reduction function or strategy from scratch.
• Operational Excellence: Skilled in building scalable processes, frameworks, and systems for global success.
• Communication: Clear, persuasive communicator at both executive and customer levels.
• Collaboration & Influence: Effective at aligning teams and stakeholders across functions and geographies.
• Change Leadership: Experienced in leading transformation and driving adoption of new models or technologies.

What we can offer At Employment Hero, we don’t just talk about a better way to work - we live it. Joining Employment Hero means:

• You will work remotely, with the flexibility to own your time and impact.
• You will access cutting-edge tools to amplify your work, knowledge and outputs.
• You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life.
• You’ll also have access to a wide range of benefits that includes: WFH office expense budget, outstanding learning & development opportunities, and our EH Work App provides discounts on health insurance, gym memberships, groceries, fuel, electronics, homewares, wellbeing, travel and more!

At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here: https://employmenthero.com/legals/applicant-policy/ Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.