Jobs in Cambridge, Canada

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.

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.

As a Customer Success Manager you'll be responsible for:

• Act as the primary point of contact for assigned clients, building strong relationships and understanding their business needs and goals.
• Collaborate with clients to develop and execute tailored success plans, ensuring they achieve their desired outcomes and maximize product adoption and value of the Employment Hero offerings
• Provide proactive guidance and recommendations to clients on best practices, product features, and strategies to optimize their usage of our platform.
• Conduct regular check-ins and business reviews to assess client progress, address any challenges, and identify opportunities for expansion.
• Serve as a problem solver and advocate for clients, addressing any technical issues, concerns, or questions promptly and effectively.
• Collaborate with cross-functional teams, including Sales, Product, and other CX teams, to ensure a seamless customer experience and successful resolution of client needs
• Monitor and analyze client usage data and metrics to identify trends, proactively address potential issues, and provide data-driven insights to clients.
• Identify opportunities for upselling and cross-selling additional products or services that align with client needs and objectives.
• Champion customer feedback and insights internally, contributing to product enhancements and improvements based on client input.
• Stay up-to-date with industry trends and best practices in SaaS, customer success, and related fields to continually provide value to clients.

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:

• 3-4 years of experience in Customer Success Management or account management within a tech or SaaS environment, including some exposure to enablement, and development roles.
• Experience in the HR or Payroll tech industry.
• Familiarity and usage of Customer Success tools such as Asana, G Suite, Salesforce, Zendesk, and Confluence, either as a user or with some administrative experience.
• Strong interpersonal, communication and presentation skills, with a willingness to learn and grow.
• Strong ability to build rapport, trust, and credibility with clients at all levels of an organization and execute under deadlines with guidance where necessary.
• Experience collaborating with global teams.
• Excellent problem-solving and critical-thinking abilities, with a proactive approach to identifying and addressing client needs.
• Proficiency in analyzing data and translating insights into actionable recommendations.
• Self-motivated, adaptable, and able to thrive in a fast-paced and evolving environment.

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 paternity leave policy, subsidized 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/legal/applicant-policy/

Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.