Digital Customer Success Lead

Employment Hero

Employment Hero

Customer Service, Sales & Business Development
Sydney, NSW, Australia
Posted on Tuesday, March 12, 2024

Our mission and where you fit in

At Employment Hero, we're an ambitious bunch of people on a mission to make employment easier and more valuable for everyone.

Since our inception in 2014, we've had some pretty impressive growth (100% YoY), now serving 300,000 businesses globally, with 2 million+ users on the platform, reaching unicorn status in 2022 - and we have no plans to slow down.

There's never been a more exciting time to join one of the fastest-growing SaaS unicorns, so let's see if we could be a match!

What might your days look like

We're a team of global innovators, who cherish diverse perspectives that fuel our mission; to simplify the world of work for SMBs worldwide.

As a Digital Customer Success Lead at Employment Hero, you will be an integral part of the Digital Engagement Function within the Customer Experience Department. You will focus on developing and implementing digital strategies tailored to mid-value and long-tail customers, ensuring their success and satisfaction with our platform.

This role offers the opportunity to drive product adoption, enhance customer relationships, grow and retain revenue and contribute to the overall growth of the company. You're passionate about customer success and driving one to many scaled customer success outcomes. As a stand alone role in the Digital Engagement team, you are known for your ability to collaborate cross-functionally to design and deliver stellar outcomes.

As a Digital Customer Success Lead you'll be responsible for;

  • Develop and execute digital engagement strategies that drive the success and satisfaction of mid-value and small to medium businesses (SMBs).
  • Collaborate with cross-functional teams to map the digital customer journey, identify key touch points, and deploy targeted, scalable automated customer success strategies.
  • Own the digital customer success experience end-to-end, blending personalisation with scalability to support low-touch engagement models.
  • Leverage data and analytics to optimise customer programs, measure effectiveness, and drive continuous improvement.
  • Contribute to revenue generation; partnering with Managed Customer Success, Sales and Customer Marketing to identify upsell opportunities, creating digital pathways for Customer Success Qualified Leads and supporting Product Led Growth.
  • Design and execute digital strategies to manage at risk customers and reduce customer churn.
  • Own the development and implementation of project and change management plans to execute engagement campaigns, strategies and models.
  • Ensure alignment of digital touch points with the overall Employment Hero customer engagement strategy and our brand voice in collaboration with Marketing and Product.

What will you bring:

  • 5+ years of experience in SaaS customer success, account management, digital marketing, customer marketing or related fields.
  • Demonstrated success in developing and executing digital engagement strategies, preferably for mid-value and SMB customers.
  • Strong analytical skills to interpret data, identify trends, and drive insights to optimise customer engagement programs.
  • Experience in implementing, monitoring and measuring strategies within CRM, Customer success and Customer Engagement platforms (e.g. Salesforce, Vitally, Braze, Appcues) preferred.
  • Proficiency in customer success and / or customer marketing principles and frameworks.
  • Excellent communication and collaboration skills, with the ability to engage with customers within the mid value and SMB customer segments.
  • Proactive, growth mindset with the ability to problem solve, anticipate customer needs and deliver relevant solutions.
  • Ability to plan and execute projects and change through cross functional collaboration.
  • Bachelor's degree in business, marketing, or a related field preferred.

Experience is important, but for us the biggest measure of success is people who can live and breathe our values. Show us what you can bring to the table, and we'll empower you to let your talents shine.

Life at Employment Hero

Remote-first principles

At Employment Hero, we're not just working remotely; we're integrating flexibility and global reach into the heart of our daily operations.

We also recognise the value of face-to-face connection, and organise local and global gatherings throughout the year to celebrate our wins and make meaningful connections with our colleagues.

Work your way

Every hero has unique powers. Bound by a common purpose and trust, we encourage each other to work in ways that allow us to bring our best selves to work.

We've got your back

Whether you're a seasoned remote-first pro, or a first-timer, you're in good company. With 900+ heroes globally, team support and collaboration is at your fingertips.

But don't just take it from us, here's a quote from one of our NZ heroes:

"Working for a company that has purpose and meaning is felt throughout the entire business. No one turns up to work just to get paid - we turn up to work because we care and take pride in what we do, but we also know how to create balance and flexibility in the important things in our life, such as family, friends and leading a lifestyle consistent with our values."

Plus you'll get to enjoy a number of great perks, including:

  • Remote-first and flexible working arrangements
  • A generous budget to spend on setting up your home office (if you need a desk, chair, or screen? We've got you covered!)
  • We set you up for success with the latest and greatest hardware, tools and tech
  • Learning and development (including an external study policy, live monthly professional development classrooms, and premium online learning content!)
  • Reward and recognition programs - because great work should be recognised and rewarded
  • Including Lightning Award for delivering quality work at speed and Values Champion Awards
  • Swag app cashback offers and discounts on hundreds of your favourite brands and products
  • Self, health, wealth and happiness programs
  • Social events and team celebrations
  • Employee Share Option Program: be an owner of Employment Hero
  • Annual Global Gathering to get to know your global colleagues - so far we've been to Thailand, Vietnam and are excited to meet in Bali in September 2024

We also recognise that the same recruitment process doesn't fit all, so should you require any accommodations or adjustments, simply let us know.

Are we a match?

Upon applying, you can anticipate a thorough review of your application, followed by an engaging interview process. Successful candidates will have the opportunity to meet with relevant stakeholders, gaining valuable insights into the organisation and the role.

Not exactly the right fit for you?

  • If you're excited about Employment Hero, but this role is not the one for you, we encourage you to explore our careers page, packed with many more great opportunities.
  • Know someone who would be a great fit? Feel free to share the role with your network!

Note to recruiters: Employment Hero has a dedicated in-house recruitment team who are focused on finding the very best talent for our organisation and we kindly request that recruiters do not contact us regarding assisting with our job vacancies. While we appreciate your interest and expertise, we have everything we need in-house to attract and hire the right candidates for our team. Thank you.

# When applying for this position, please fill out all of the application questions, thank you #