Client Success Associate (13 month contract)

Employment Hero; Remote; CAD 60,000 - 80,000; Full time

Job summary

A remote-first employment solutions company is seeking a Client Success Associate to manage a portfolio of Canadian clients. In this role, you will act as a trusted advisor, focusing on retention and expansion while collaborating on HR, Payroll, and Benefits solutions. The position is a 13-month fixed-term contract with potential for extension, requiring 2+ years of experience in Customer Success or Account Management, exceptional communication skills, and a strong understanding of Canadian HR practices.

Benefits

Generous parental leave policy

Subsidised egg freezing

WFH office expense budget

Outstanding learning & development opportunities

Qualifications

• 2+ years of experience in Customer Success, Account Management, or Strategic Client Support in SaaS.
• Success in managing complex client portfolios with measurable retention and expansion results.
• Exceptional communication and stakeholder management skills.
• Strong understanding of Canadian HR and Payroll practices.
• Proficiency in analyzing client data and recommending actionable insights.
• Ability to operate independently in a remote, high-performance team.

Responsibilities

• Manage a portfolio of 100–150 Canadian clients.
• Act as a strategic advisor across HR, Payroll, and Benefits.
• Lead Executive Business Reviews and own Success Plans.
• Proactively contribute to product adoption.
• Monitor client health and mitigate churn.

Skills

Customer Success experience

Account Management

Stakeholder management

Problem-solving skills

Business acumen in HR

Data analysis

CS tooling proficiency

Tools

Zendesk

Hubspot

Notion

Slack

Salesforce

Job description

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

As a Client Success Associate you will play a foundational role in independently managing a portfolio of clients while contributing to a high-performance team culture. As an Associate, you’ll focus on retention, expansion, nurturing client relationships, driving adoption, and supporting successful outcomes across Employment Hero’s HR, Payroll, and Benefits solutions.

You will act as a trusted advisor to your clients while collaborating internally to deliver exceptional service. This role offers a launchpad for growth within the Client Success function and a chance to influence the future of work in Canada.

This is a 13-month fixed-term contract with the possibility of extension or transition to a permanent role.

Your key focus areas will be to:

• Manage a portfolio of 100–150 Canadian clients, including key accounts and multi-company groups.
• Act as a strategic advisor to clients across HR, Payroll, and Benefits, driving measurable business outcomes.
• Lead Executive Business Reviews, own Success Plans, and identify growth opportunities in partnership with Sales.
• Monitor client health and act swiftly to mitigate risk or churn.
• Work closely with Product and Engineering to share client feedback, elevate critical issues, and influence product roadmap.
• Proactively contribute to product adoption through training, knowledge sharing, and usage reviews.
• Achieve key Client Success metrics: Gross Churn, Net Churn, Expansion
• Participate in Game Tape reviews, Pipeline Reviews, and weekly team syncs to continuously raise team standards.
• Actively collaborate across Success, Sales, Product, and Implementation teams to deliver seamless customer experiences.

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

• 2+ years of experience in Customer Success, Account Management, or Strategic Client Support in SaaS.
• Demonstrated success managing high-volume or complex client portfolios with measurable retention and expansion results.
• Exceptional communication, stakeholder management, and problem-solving skills.
• Strong business acumen and deep understanding of Canadian HR and Payroll practices.
• Ability to analyze client data, identify trends, and recommend actionable insights.
• Proficiency in CS tooling (e.g. Zendesk, Hubspot, Notion, Slack, Salesforce).
• Comfortable operating independently in a remote, high-performance team environment.

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 - 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

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.