Customer Success Consultant - UK - Remote

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

• We are Mission First – everything we do 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

• 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.
• 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.
• 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

These are qualities that could make you a great fit for this role:

• 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 such as 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.