Senior Director, Customer Success & Revenue Growth

Employment Hero; Warmley; Hybrid; GBP 90,000 - 150,000; Full time

Benefits offered by this job

Employee Share Options (ESOP)

Home office allowance

Generous parental leave

Egg freezing support

Learning & development opportunities

Job summary

Employment Hero in the United Kingdom is seeking a Senior Manager, Customer Success & Account Management to lead the UK CS function under the UK MD. You will protect and grow our customer portfolio, shifting from reactive support to proactive, revenue-driven success.

You’ll own the UK revenue trajectory with an NRR quota, drive product adoption, build scalable playbooks, and partner with Marketing, Product, and Sales to unlock regional growth across the Employment Hero Platform.

Qualifications

• Proven people-leadership experience managing a Customer Success or Account Management team within B2B SaaS.
• Demonstrated track record running a team with quota-bearing expansion targets, owning commercial metrics such as NRR and NPS.
• Experience leading strategic change management, transforming support or CX into commercial account management units.
• Strong analytical capability and commercial acumen—comfortable using data and risk-reporting frameworks to understand portfolio health.

Responsibilities

• Directly leading, coaching, and developing the UK CS team (CSMs, Partner Success Specialists, Hiring Support Specialists, Growth consultants).
• Designing proactive account development plans, QBR cadences, and risk-reporting playbooks to separate Risk of Churn from Actual Churn.
• Identify commercial whitespace across SME customers and monetize new product features and updates.
• Partner with UK Sales, Marketing, Onboarding, Product and Support to build a seamless customer journey and capture growth opportunities.
• Collaborate with Enablement to train on rapid product updates and monitor team performance against high-performance standards.

Skills

People leadership

B2B SaaS

Quota management

NRR & NPS

Strategic change management

Analytical mindset

Job description

Employment Hero in the United Kingdom is seeking a Senior Manager, Customer Success & Account Management to lead the UK CS function under the UK MD. You will protect and grow our customer portfolio, shifting from reactive support to proactive, revenue-driven success.

You’ll own the UK revenue trajectory with an NRR quota, drive product adoption, build scalable playbooks, and partner with Marketing, Product, and Sales to unlock regional growth across the Employment Hero Platform.