Customer Success Manager (NZ) - Remote

Employment Hero; Auckland; Remote; NZD 80,000 - 100,000; Full time

Job summary

A leading employment solutions provider is seeking a Customer Success Manager in Auckland, New Zealand. In this strategic role, you will manage high-value accounts, ensuring clients achieve a significant return on their investment and fostering strong relationships. Ideal candidates will have experience in B2B Customer Success within a SaaS environment, excellent commercial acumen, and a proven track record of client advocacy and retention.

Benefits

Remote work flexibility

Employee share options

Generous parental leave

Subsidised egg freezing

Work from home office expense budget

Strong learning & development opportunities

Qualifications

• 3+ years of experience in a B2B Customer Success, Account Management, or strategic consulting role in a SaaS business.
• Proven ability to manage a portfolio of high-value accounts with retention and expansion targets.
• Experience solving client technology issues and understanding the end-to-end software customer journey.

Responsibilities

• Proactively manage the health and success of your accounts.
• Develop and execute account plans to drive expansion.
• Conduct strategic business reviews to align with clients' objectives.
• Identify and mitigate churn risk using data insights.
• Champion the voice of the customer internally.

Skills

B2B Customer Success

Account Management

Commercial Acumen

Technical Aptitude

Data Proficiency

Tools

Salesforce

Gainsight

Job description

Overview

Employment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution. Since 2014, we’ve scaled to a $2 billion valuation with a presence in six countries and service over 300,000 businesses and more than 2 million employees.

The EH Way

At Employment Hero, we’re proud of our unique DNA, which we call The EH Way.

1. We are Mission First - everything we do is driven by our Mission.
2. We are Remote First - we champion a remote environment with asynchronous communication and autonomy.
3. We are AI First - AI is a core part of how we operate, not just a tool.
4. We are Apolitical - we do not take a position on political or social topics unless it relates to our Mission.
5. We Live by Our Values - we role model our values 100% of the time.
6. We Expect High Performance - we set a high standard and strive to be exceptional.

This role

As a Customer Success Manager, you will be the primary strategic partner for a dedicated portfolio of approximately 40 of our highest-value clients. This is not a support role; you are the CEO of your own book of business. Your mission is to embed Employment Hero as an indispensable part of your clients' operations by ensuring they achieve a significant return on their investment.

You will operate within a sophisticated Account Management model, building influential relationships with key stakeholders, driving growth, and identifying strategic upsell opportunities. Success in this role means transforming client satisfaction into advocacy, leveraging performance indicators to create champions for our brand. You will be the central point of contact, orchestrating internal resources from across the business to ensure your clients are supported at every stage of their journey.

Responsibilities

• Portfolio Management & Retention: Proactively manage the health and success of your accounts to maximise client longevity. Own your portfolio's performance against Net Revenue Retention (NRR) targets.
• Strategic Growth: Develop and execute account plans to drive expansion. Responsible for upsell targets and identifying opportunities to grow revenue.
• Consultative Partnership: Conduct strategic business reviews (QBRs) and executive-level check-ins to align the platform with clients' core business objectives.
• Risk Mitigation: Use data insights and relationships to identify, forecast, and mitigate churn risk, maintaining long-term client loyalty and protecting NRR.
• Customer Experience: Champion the voice of the customer internally and monitor the Customer Effort Score (CES) for your portfolio.
• Advocacy Development: Identify strong advocacy indicators to cultivate customer champions for case studies, referrals, and testimonials.

Who you are

To thrive at Employment Hero, you’ll embody The EH Way—operating with focus, agility, and impact. For this role, you’ll also bring:

• 3+ years of experience in a B2B Customer Success, Account Management, or strategic consulting role in a SaaS business.
• Commercial Acumen: Proven ability to manage a portfolio of high-value accounts with retention and expansion targets. Sales experience is highly regarded.
• Executive Presence: Ability to engage with and influence senior stakeholders and lead strategic conversations tying product value to business outcomes.
• Technical Aptitude: Experience solving client technology issues and understanding the end-to-end software customer journey. HR or Payroll tech experience is a bonus.
• Data Proficiency: Experience owning customer satisfaction metrics (NPS), analyzing feedback, and using CRM software (e.g., Salesforce, Gainsight) to make data-driven decisions.

What we can offer

At Employment Hero, we don’t just talk about a better way to work - we live it. Joining Employment Hero means:

• Remote work with the flexibility to own your time and impact.
• Access to cutting-edge tools to amplify your work, knowledge, and outputs.
• Ambitious, outcome-driven colleagues who challenge you to do the best work of your life.
• Ownership of ESOP (employee share options) in a fast-growing tech company.
• A wide range of benefits including generous parental leave, subsidised egg freezing, a WFH office expense budget, and strong learning & development opportunities.

Employment Hero respects privacy of your application data. Our Applicant Privacy Policy is available 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.

Candidates are kindly requested to submit their CV in PDF format for review.