UK Senior Manager, Customer Success & Growth

Employment Hero; Slough; Remote; GBP 110,000 - 150,000; Full time

Benefits offered by this job

Competitive salary

Remote-first

ESOP (Employee Stock Options)

Home office allowance

Learning & development

Job summary

Employment Hero is seeking a Senior Manager, Customer Success & Account Management to lead the UK CS function under the UK Managing Director. You will spearhead the regional team to shift focus from reactive support to proactive, commercially-driven revenue growth.

Your scope includes owning the UK revenue trajectory, driving product adoption, and aligning with Marketing and Product to surface opportunities. You will build playbooks, manage risk, and mentor a high-performance CS workforce.

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.
• You will have great interpersonal skills as well as a strong bias towards excellent client service coupled with business outcomes.

Responsibilities

• Lead UK CS team to drive proactive, revenue-driven growth.
• Own revenue trajectory and NRR quota across the UK portfolio.
• Drive product adoption and customer advocacy to create referenceable cases.
• Develop proactive account development plans and risk reporting playbooks.
• Collaborate with Marketing, Product, Sales, Onboarding and Support to optimize the customer journey.
• Coach and develop CS team to a high-performance culture.

Skills

People leadership

Quota targets

Change management

Analytics

Product & CS understanding

Fast learning

Interpersonal skills

Job description

Employment Hero is seeking a Senior Manager, Customer Success & Account Management to lead the UK CS function under the UK Managing Director. You will spearhead the regional team to shift focus from reactive support to proactive, commercially-driven revenue growth.

Your scope includes owning the UK revenue trajectory, driving product adoption, and aligning with Marketing and Product to surface opportunities. You will build playbooks, manage risk, and mentor a high-performance CS workforce.