Senior Manager, Scaled Customer Success APAC - Remote

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. 1. 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 2. We are Remote First – we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy 3. 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 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 we’re not satisfied with being average This role The Senior Manager of Scaled Customer Success, is a pivotal leadership role responsible for building, leading, and developing a team of Scaled Customer Success Managers; focused on driving success and value for Employment Hero's micro and mid-market customers across the APAC region. Your key focus areas will be

• Developing and executing digital-first strategies to drive product adoption, identify opportunities for expansion, and ensure customers achieve their business goals through virtual engagements.
• Leveraging technology and data to deliver positive outcomes across a large customer base at scale.This is a strategic role that uses one-to-many digital motions to foster customer loyalty and increase lifetime value, with a focus on adoption, retention, expansion, saves, and advocacy within the scaled customer segment.

Leadership & Team Management

• Recruit, coach, and mentor a team of Scaled Customer Success Managers.
• Develop quarterly plans and forward thinking strategies.
• Set clear performance objectives and provide regular feedback to direct reports.
• Foster a collaborative and high-performance team environment.
• Drive AI innovation across the scaled segment and Customer Success team.

Scaled Engagement Strategy & Execution

• Design and oversee the execution of one-to-many digital campaigns (e.g., email workflows, in-app messaging) to guide customers through their lifecycle.
• Develop and oversee the delivery of scaled Quarterly Business Reviews (QBRs) through digital channels such as automated, personalized reports to demonstrate value and advise on best practices.
• Drive a focus on customer training, certification, and engagement with the Employment Hero community.
• Oversee the development and execution of targeted digital campaigns to drive the adoption of key features and new products relevant to customer segments and their business objectives.
• Manage robust playbooks to identify at risk customers with proactive and reactive offers and negotiations.

Data-Driven Insights & Optimisation

• Build signal models to monitor and analyse customer behaviour, product usage patterns, NPS, and engagement metrics to identify risks and opportunities across the customer base.
• Use these insights to develop and refine targeted, proactive interventions and campaigns.
• Continuously map and optimise the digital Customer Success journey to identify areas for improvement and implement automated "playbooks" that enhance the customer experience and drive value.
• Partner with analytics and billing to drive proactive target campaigns based on propensity to churn models.

Growth Identification & Collaboration

• Analyse customer behaviour to identify patterns that indicate expansion potential.
• Collaborate with Sales and HV Customer Success teams by surfacing qualified leads for upsell and cross-sell closure.
• Act as the voice of our scaled customers by systematically gathering and analysing customer feedback from digital sources to inform the Product and Marketing teams of key trends and needs.

Who you are To thrive at Employment Hero, you’ll need to embody The EH Way – operating with focus, agility, and an obsession with impact. You will also bring

• Data-Driven & Analytical – A strong ability to analyse data, identify trends, and make informed decisions. Experience with A/B testing and reporting on key performance indicators is essential.
• Digital Engagement Expert – Proven experience in creating and managing digital campaigns through marketing automation, or customer success platforms.
• Strategic Thinker – The ability to think strategically about how to achieve customer success at scale, designing programs and processes that are both effective and efficient.
• Excellent Communicator – Outstanding written and verbal communication skills, with a talent for creating clear, concise, and engaging content for a broad audience.
• Tech Savvy – High proficiency with Customer Success platforms (e.g., Gainsight, Vitally), CRM, and marketing automation tools. A passion for using technology to solve problems.
• Collaborative Spirit – A team player who can work effectively with cross-functional teams, including Sales, Marketing, Product, and Finance to deliver a seamless customer experience.
• Proactive Problem-Solver – A resourceful and proactive approach to identifying and addressing systemic customer challenges through scalable solutions, not individual case management.
• Leader and Adopter of AI – Eagerness to leverage AI and automation to scale administrative tasks and enhance the effectiveness of customer success while being the teams champion to drive the team to AI proficiency.

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
• 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, including:A generous home office budget, Reward and recognition programs, Learning and development programs, live classes and study support,Subsidised egg freezing and generous parental leave, Annual Global Gathering – with recent destinations including Thailand, Vietnam, Bali… and next up, Dubai in 2025

Are we a match? Think we’re the right match for you? Fantastic — click ‘Apply’ and our Talent Team will be in touch. 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: https://employmenthero.com/legals/applicant-policy/ We celebrate diverse perspectives and experiences, and we warmly encourage people of all backgrounds and identities to apply.