Customer Success Consultant – UK

About Employment Hero

Employment Hero is on a mission to make employment easier and more valuable for everyone. The Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution. Since inception in 2014, the company has scaled to a $2 billion valuation with presence in 6 countries globally—Australia, New Zealand, Singapore, Malaysia, the UK and Canada. It services over 300,000 businesses and more than 2 million employees.

The EH Way

• Mission First - everything is driven by the mission
• Remote First - remote environment with preference for asynchronous communication and high autonomy
• AI First - committed to using AI to accelerate the mission
• Apolitical - does not take positions on political or social topics unless related to mission
• Live by Our Values - role model values 100% of the time
• Expect High Performance - set high standards and not satisfied with being average

The Role

Join the UK Customer Success team as a Customer Success Consultant and take ownership of a portfolio of customers, helping them achieve meaningful business outcomes through Employment Hero solutions. Build strong customer relationships, drive product adoption, and deliver proactive engagement that supports customer retention, satisfaction, and growth. Act as a trusted advisor throughout the customer lifecycle, ensuring customers consistently realize value from the platform.

Key Responsibilities

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