Customer Success Consultant – UK

Who we are

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 our inception in 2014, we’ve scaled to a $2 billion valuation and gained a presence in 6 countries globally - Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now 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.

We are Mission First - everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our Mission

We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy

We are AI First - we are committed to using AI to accelerate our mission; AI is not just a tool, it’s a fundamental part of how we operate, innovate, and scale

We are Apolitical - we do not take a position on political or social topics, unless it relates to our Mission

We Live by Our Values - we role model our values 100% of the time

We Expect High Performance - we set a high standard and we’re not satisfied with being average

This Role

We’re looking for a Customer Success Consultant (CSC) to join our UK Customer Success team and take ownership of a portfolio of customers, helping them achieve meaningful business outcomes through Employment Hero solutions.

In this role, you’ll build strong customer relationships, drive product adoption, and deliver proactive engagement that supports customer retention, satisfaction, and growth. You’ll act as a trusted advisor throughout the customer lifecycle, ensuring customers consistently realize value from our platform while contributing to a scalable, high-quality customer experience.

What You’ll Be Doing

Customer Portfolio Ownership

• Manage relationships across an assigned portfolio of customers
• Deliver proactive, value-led engagement throughout the customer lifecycle
• Act as a trusted advisor, aligning Employment Hero solutions to customer business goals
• Maintain structured engagement plans tailored to customer needs

Customer Engagement & Adoption

• Conduct regular success conversations, reviews, and check-ins
• Drive product adoption, feature use, and customer maturity
• Deliver customer training sessions, webinars, and enablement activities
• Support customers in maximizing value from their Employment Hero platform

Retention & Customer Health

• Monitor customer health metrics and identify early risk indicators
• Take ownership of retention outcomes within your portfolio
• Partner with internal teams to resolve customer challenges
• Contribute to regional churn prevention initiatives

Growth & Expansion

• Identify opportunities for deeper product adoption and expansion
• Partner closely with Account Executives to progress qualified opportunities
• Support customers as their organisations grow and evolve

Customer Advocacy & Voice of the Customer

• Build strong relationships that encourage advocacy and positive sentiment
• Support development of customer references, testimonials, and success stories
• Share customer insights and feedback with Product and internal teams to drive continuous improvement

Collaboration & Continuous Improvement

• Work cross-functionally with Sales, Product, Support, and Customer Success teams
• Contribute to scalable engagement programs and customer success initiatives
• Use customer data and feedback to improve lifecycle strategies and customer experience

Who you are

This role could be a great fit if you:

• Enjoy building long-term customer relationships
• Are motivated by improving customer outcomes
• Thrive in a fast-paced SaaS environment
• Take proactive ownership and collaborate effectively across teams
• Want to develop your commercial and customer success career

What You Bring

• Experience in a customer-facing role such as Customer Success, Account Management, Implementation, or Support
• Strong communication and stakeholder management skills
• Ability to manage priorities across multiple customers
• A proactive, solutions-focused mindset
• Experience working with SaaS platforms or technology products
• Experience in a B2B SaaS environment
• Client training or onboarding experience
• Understanding of HR, payroll, or workforce management solutions
• Experience using CRM or customer success platforms (e.g., Salesforce, Zendesk, Vitally)
• Experience working with customer satisfaction metrics such as NPS, health scoring, or lifecycle analytics

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

• 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

At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here 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.