Customer Success Lead

About the Job

At Employment Hero, we're an ambitious bunch of people on a mission to make employment easier and more valuable for everyone.

Since our inception in 2014, we've had some pretty impressive growth (100% YoY), reached unicorn status in 2022, and now serve 300,000 businesses globally, with 2 million+ users on the platform. We have no plans to slow down.
There's never been a more exciting time to join one of the fastest-growing SaaS unicorns, so let's see if we could be a match!

What might your days look like

We're a team of global innovators, who cherish diverse perspectives that fuel our mission; to simplify the world of work for SMBs worldwide.

At Employment Hero, delivering value to our customers is at the heart of everything we do — and we’re looking for a Customer Success Team Lead to help us elevate that even further.

This role is a key part of our customer strategy, responsible for scaling and empowering our UK Customer Success team while ensuring our customers are supported, satisfied, and achieving their goals through our HR and payroll platform. Reporting to the Head of Customer Experience, you’ll play a pivotal role in shaping how we build long-term customer relationships, drive product adoption, and champion customer outcomes.

Working closely with teams across Sales, Product, Support, and Marketing, you’ll lead strategic initiatives that increase retention, improve satisfaction scores, and deepen customer engagement. You’ll bring a strong people-first mindset, balancing leadership and coaching with hands-on execution, and you’ll thrive in a fast-moving environment where change is constant — and exciting.

The ideal candidate will have experience growing and developing high-performing teams, be comfortable leading from the front, and know how to use data to make impactful decisions. If you’re passionate about customer success, SaaS, and building meaningful connections, we’d love to hear from you.

As our Customer Success Lead, you'll be:

• Leading and inspiring a high-performing Customer Success team, fostering a culture of engagement, development, and accountability.
• Designing and executing strategic plans to drive customer satisfaction, retention, and advocacy.
• Analysing customer feedback and usage data to continuously improve service delivery and inform product enhancements.
• Collaborating with cross-functional teams to optimise the customer journey from onboarding through to renewal and expansion.
• Acting as a strong voice of the customer internally, ensuring their needs are heard and addressed at all stages of the product lifecycle.
• Implementing scalable processes, playbooks, and best practices to support our growing customer base.
• Staying on top of customer success trends, tools, and frameworks to help us stay ahead of the curve.

What will you bring

• A proven background in customer success, account management, or client services, ideally within SaaS or HR/payroll technology.
• Leadership experience with a strong track record of coaching, mentoring, and scaling teams.
• The ability to think strategically while executing tactically — you’ll thrive in both planning and doing.
• Excellent communication and relationship-building skills, with a genuine passion for helping customers succeed.
• A data-driven mindset and strong problem-solving skills to drive continuous improvement.
• A commitment to creating meaningful, valuable customer experiences that deliver real results.

In short, you'll love working with us if:

• Revolutionising employment gets your heart racing.
• You thrive on the flexibility (and responsibility) of a remote-first business.
• Our values align, and shape how you show up every day.
• You love the dynamic pace of a startup, are driven by innovation, and enjoy working with other smart people.

Plus, you'll get to enjoy a number of great perks, including:

• A generous budget for your home office.
• Cutting-edge tools and technology.
• Reward and recognition programs - because great work should be recognised and rewarded.
• Learning and development (including an external study policy, live monthly professional development classrooms, and premium online learning content).
• Employee Share Option Program: be an owner of Employment Hero.
• Annual Global Gathering - so far we've been to Thailand, Vietnam, Bali and are excited to meet in Dubai in 2025.

Are we a match?

Think we're the right match for you? Fantastic! Click 'Apply' and our talent team will reach out with the next steps.

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.