Client Success Associate – 12 Month Contract

November 27

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Employment Hero

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SaaS • HR Tech • Recruitment

Employment Hero is an all-in-one HR, payroll, and recruitment platform designed to streamline workforce management for businesses across various markets including Australia, New Zealand, the United Kingdom, Singapore, and Malaysia. The platform offers a suite of AI-powered tools to simplify hiring, onboarding, employee engagement, payroll management, and compliance, helping businesses increase efficiency and reduce manual errors. Employment Hero also features 'Swag', an employment superapp that combines work, career opportunities, flexible pay, and benefits management for employees. Recognized as an innovative solution for both SMEs and large corporations, Employment Hero integrates with various platforms and provides real-time support to optimize human resource processes.

501 - 1000 employees

Founded 2014

☁️ SaaS

👥 HR Tech

🎯 Recruiter

💰 Series F on 2022-02

📋 Description

• Manage a portfolio of 100–150 Canadian clients, including key accounts and multi-company groups. • Act as a strategic advisor to clients across HR, Payroll, and Benefits, driving measurable business outcomes. • Lead Executive Business Reviews, own Success Plans, and identify growth opportunities in partnership with Sales. • Monitor client health and act swiftly to mitigate risk or churn. • Work closely with Product and Engineering to share client feedback, escalate critical issues, and influence product roadmap. • Proactively contribute to product adoption through training, knowledge sharing, and usage reviews. • Achieve key Client Success metrics: Gross Churn, Net Churn, Expansion • Participate in Game Tape reviews, Pipeline Reviews, and weekly team syncs to continuously raise team standards. • Actively collaborate across Success, Sales, Product, and Implementation teams to deliver seamless customer experiences.

🎯 Requirements

• 2+ years of experience in Customer Success, Account Management, or Strategic Client Support in SaaS. • Demonstrated success managing high-volume or complex client portfolios with measurable retention and expansion results. • Exceptional communication, stakeholder management, and problem-solving skills. • Strong business acumen and deep understanding of Canadian HR and Payroll practices. • Ability to analyze client data, identify trends, and recommend actionable insights. • Proficiency in CS tooling (e.g. Zendesk, Hubspot, Notion, Slack, Salesforce). • Comfortable operating independently in a remote, high-performance team environment.

🏖️ Benefits

• You will work remotely, with the flexibility to own your time and impact • You will access cutting-edge tools to amplify your work, knowledge and outputs • You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life • You’ll own ESOP (employee share options) in one of the world’s fastest-growing tech companies • You’ll also have access to a wide range of benefits that includes - a very generous parental leave policy, subsidised egg freezing (so you can make the choice that’s right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunities