Senior Manager, Customer Success & Growth (UK)

Employment Hero; Bournemouth; Remote; GBP 90,000 - 150,000; Full time

Benefits offered by this job

ESOP (Employee Share Options)

Home office allowance

Generous parental leave

Egg freezing support

Learning & development opportunities

Annual Global Gathering

Job summary

Employment Hero is seeking a Senior Manager, Customer Success & Account Management in the UK to lead the regional CS team and drive revenue growth. You will transition the UK operation from reactive support to proactive, commercially-driven expansion, focusing on retaining customers and increasing ARR through product adoption.

You will partner with Marketing, Product, and Sales to surface opportunities from high-value customers, while maintaining a live health score and a data-driven approach.

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 a team through strategic change management, transforming support or CX functions into commercial account management units.
• Strong analytical capability and commercial acumen—comfortable using data and risk-reporting frameworks.

Responsibilities

• Directly leading, coaching, and developing the UK CS (including Customer Success Managers, Partner Success Specialists, Hiring Support Specialists and Customer Growth consultants).
• Designing, implementing, and executing proactive account development plans, QBR cadences, and robust risk-reporting playbooks that separate ‘Risk of Churn’ from ‘Actual Churn’.
• Identifying and acting on commercial whitespace across our SME customer base, maximizing the monetization of new product features and modular updates.
• Partnering with UK Sales, Marketing, Onboarding, Product and Support teams to build a seamless customer journey and capture high-growth regional opportunities.
• Working closely with UK Enablement to identify team product capability gaps and quickly execute training on rapid product updates.

Skills

People leadership

Quota target management

Commercial acumen

Analytical skills

SaaS knowledge

Job description

Employment Hero is seeking a Senior Manager, Customer Success & Account Management in the UK to lead the regional CS team and drive revenue growth. You will transition the UK operation from reactive support to proactive, commercially-driven expansion, focusing on retaining customers and increasing ARR through product adoption.

You will partner with Marketing, Product, and Sales to surface opportunities from high-value customers, while maintaining a live health score and a data-driven approach.