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.
- 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
- 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 are Apolitical – we do not take a position on political or social topics, unless it relates to our Mission
- We Live by Our Values – we role model our values 100% of the time
- We Expect High Performance – we set a high standard and we’re not satisfied with being average
This role
As the Customer Success Team Manager for APAC, you will lead our regional Customer Success team. This is a critical leadership role responsible for the performance, strategy, and operational excellence of our APAC portfolio.
Your team is comprised of highly commercial and dedicated Customer Success Managers supporting customers across Core and Strategic accounts, who act as the “CEOs” of their own high-value portfolios. Your mission is to be the ‘manager of CEOs’, coaching, strategising, and orchestrating your team’s motions to deliver on high-value account outcomes.
You will take full ownership of the APAC region’s Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and customer satisfaction, driving performance through operational rigour, commercial coaching, and strategic planning. You will be responsible for designing and implementing the playbooks, account tiering , and escalation pathways that enable your team to succeed.
This will include the following:
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Team Leadership & Performance: Lead, coach, and develop a high-performing team of Customer Success Managers across APAC. Own team performance against core retention and growth metrics, including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and product adoption targets. Establish clear expectations, drive accountability, and build a culture of continuous improvement.
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Regional Strategy & Execution: Define and operationalise the APAC Customer Success strategy in alignment with global objectives. This includes account segmentation and tiering, QBR frameworks, and scalable engagement models to drive retention, expansion, and customer maturity across the portfolio.
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Escalation & Risk Management: Own the regional escalation framework, serving as the senior point of contact for high-risk and high-impact customer situations. Partner cross-functionally to resolve issues and address root-cause systemic challenges, with a focus on reducing reactive support on the CS team.
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Customer Outcomes & Technical Value Realisation: Ensure the effective deployment of product and domain expertise within the team to drive meaningful customer outcomes. Support CSMs in navigating complex customer environments, accelerating adoption, and demonstrating measurable business value for strategic accounts.
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Customer Health & Adoption Strategy: Establish a proactive, data-driven approach to monitoring customer health across the APAC portfolio. Leverage usage signals, engagement metrics, and risk indicators to inform interventions, improve retention, and deepen product adoption at scale.
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Cross Functional Leadership: Act as the regional CS leader, partnering closely with Implementation, Support, Product, and Education to deliver a seamless end-to-end customer experience. Advocate for customer needs internally while ensuring strong alignment on roles, responsibilities, and handoffs.
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:
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Proven SaaS Leadership: 5+ years in B2B Customer Success or Account Management, with at least 2+ years in a direct people leadership role within a high-growth SaaS environment.
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Commercial Acumen: A proven track record of leading a team to achieve and exceed commercial targets, specifically Net Revenue Retention (NRR), logo retention, and expansion revenue.
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Strategic & Operational Excellence: Experience building and executing a regional CS strategy, including designing playbooks , customer tiering , and QBR processes.
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Executive Presence: The ability to confidently manage senior stakeholder escalations, lead strategic customer conversations, and represent the CS function to internal leadership.
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Data Proficiency: Deep experience with CRM software (e.g., Salesforce, Gainsight/Vitally) to manage team performance, forecast risk, and make data-driven decisions based on health and adoption signals.
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Technical Aptitude: A strong understanding of the end-to-end software customer journey. Experience in HR or Payroll tech is a significant advantage.
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 own ESOP (employee share options) in one of the world’s fastest-growing tech companies
- You’ll also have access to a wide range of benefits that includes: a very generous parental leave policy, subsidised egg freezing (so you can make the choice that’s right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunities
We’re AI-first, so you may meet some of our AI tools early in the process. They help us cut the noise, surface great talent fast and make sure every candidate gets a fair, consistent experience.
We verify candidate identity and location as part of our hiring process.
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 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.
