Senior Manager, Customer Success & Growth (UK)

Employment Hero; West End; Remote; GBP 90,000 - 130,000; Full time

Benefits offered by this job

ESOP

Annual Global Gathering

Home office allowance

Learning & development

Job summary

Employment Hero is hiring a Senior Manager, Customer Success & Account Management for our UK operation. You will lead the UK CS team, drive ARR growth, and protect the portfolio while shifting toward proactive, revenue-driven practices. You’ll align with Marketing, Product, and Sales to maximise value for SME customers in a remote-first setup.

You’ll manage a quota-bearing team, own NRR, and help scale the playbook with data-driven decision making and customer advocacy.

Qualifications

• Proven people-leadership experience managing a Customer Success or Account Management team within B2B SaaS (HR, Payroll, recruitment tech is an advantage)
• 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 to understand portfolio health
• Fast learning agility with the ability to rapidly understand a complex, frequently updated SaaS product
• Great interpersonal skills with a bias towards excellent client service and business outcomes

Responsibilities

• Directly leading, coaching, and developing the UK CS team, establishing a high-performance, output-focused culture
• Designing, implementing, and executing proactive account development plans, QBR cadences, and risk-reporting playbooks
• Identifying and acting on commercial whitespace across the SME customer base to monetize new features
• Partnering with UK Sales, Marketing, Onboarding, Product and Support to build a seamless customer journey
• Working with UK Enablement to identify team capability gaps and accelerate product updates
• Managing team performance to align with our high-performance culture and strategic direction

Skills

People leadership

SaaS analytics

Commercial acumen

Communication

Job description

Employment Hero is hiring a Senior Manager, Customer Success & Account Management for our UK operation. You will lead the UK CS team, drive ARR growth, and protect the portfolio while shifting toward proactive, revenue-driven practices. You’ll align with Marketing, Product, and Sales to maximise value for SME customers in a remote-first setup.

You’ll manage a quota-bearing team, own NRR, and help scale the playbook with data-driven decision making and customer advocacy.