Head of Customer Success

Who are we?   

Humanforce’s vision is to make work easier and life better for frontline and flexible workforces.  

Humanforce provides the market leading, best-in-one human capital management (HCM) suite for frontline and flexible workforces - without compromise. Our employee centred, intelligent and compliant HCM suite is highly integrated and composable, and consists of Workforce Management (WFM), HR, Payroll, and Wellbeing.   

Humanforce has built strong foundations since its founding in 2002. We help over 2300 customers and almost 1 million employees under management in 30+ countries, across a wide range of industries, including aged, child and health care; education; hospitality; retail; local government and more. Today, we have offices across Australia, New Zealand, United Kingdom, North America and the Philippines.  

Customers choose Humanforce because we enable them to deliver an exceptional employee experience, build a compelling employee value proposition, and connect the flow of the world’s talent with the growth, productivity and efficiency objectives of frontline and flexible workforces.  

Who you are  

As our Head of Customer Success, you will lead the charge in driving adoption, retention, growth and renewals for Humanforce customers globally. You will design and implement customer-centric strategies that empower organisations to maximise the value of Humanforce, ensuring exceptional customer retention and long-term success. 

With a proven ability to build high-performing teams, scale customer success functions, and drive sustainable growth, you will collaborate across the business to enhance the end-to-end customer journey, with a digital first approach. 

Partnering closely with the broader Customer Experience (CX) team, as well as Product, Account Management, and Sales, you will champion a proactive, relationship-driven approach—ensuring every customer experiences the full potential of Humanforce’ workforce management solutions. 

What you will do   

Customer Success Strategy & Leadership:  

• Develop and execute a customer success strategy that aligns with Humanforce’s business goals. 

• Establish customer segmentation strategies to tailor engagement models and drive value realisation. 

• Define and measure key success metrics. 

• Continuously evolve customer journey frameworks to enhance customer engagement and retention. 

Driving Adoption, Retention & Growth:   

• Ensure customers maximise the value of Humanforce solutions by leading proactive engagement strategies. 

• Ensure the CSM team are working with customers to prepare them for upsell/expansion and/or renewal 

• Driving adoption, use and optimization via digital methods and strategic account strategies aligned to customer segmentation.  

• Identify at-risk accounts early and implement action plans to prevent churn. 

• Develop and implement expansion and upsell strategies in collaboration with Sales and Account Management. 

Driving Renewals:  

• Leading renewals managers to run an effective renewals program 

• Drive high retention rates 

Customer Experience and Advocacy:  

• Champion a customer-first culture within the organisation. 

• Drive initiatives that enhance customer satisfaction (CSAT) and Net Promoter Score (NPS). 

• Build and maintain strong relationships with key customers to create brand advocates. 

Cross-Functional Collaboration:  

• Work closely with Product, Sales, Marketing, and Account Management to align customer success efforts with company objectives. 

• Influence product roadmap decisions by providing insights from customer feedback. 

• Partner with the Customer Experience (CX) team to deliver a seamless onboarding and implementation process. 

• Ensure alignment between Customer Support and Customer Success to drive proactive, solution-focused engagement. 

Team Leadership and Scaling the Function:  

• Build, mentor, and lead a high-performing Customer Success team. 

• Develop scalable processes to support Humanforce’s global growth and customer base expansion. 

• Implement best practices for customer engagement, lifecycle management, and success planning. 

• Foster a culture of continuous learning and innovation within the team. 

What you’ll need   

• Seasoned Customer Success, Account Management, or Customer Experience professional within a SaaS or tech-driven environment. 

• Experienced in leading, scaling and managing customer success teams, building a culture and team of high performance.

• Proven track record of improving customer retention, driving growth, and influencing product adoption. 

• Experience managing global customer portfolios and working with mid-market and enterprise customers.  
• Outstanding communication and presentation abilities with a proven track record of effectively conveying messages and influencing individuals at every level of the organisation, from team members to executives and C-suite leaders.
• Experience designing and optimising for operational excellence within the customer success function.
• Demonstrated expertise in utilising customer success platforms, CRM systems, and a variety of other tech stacks and technologies.

Some ‘nice to haves’   

• Familiarity with HCM or HR solutions is a plus. 

• Bachelor's degree in business, Technology, or a related field.   

Our values   

• We are bold   

• We are all in   

• We are customer obsessed   

• We do what we say   

• We are good humans   

Our approach to flexibility   

We are passionate about people making their own decisions about where and when they work. Our aim is to facilitate hybrid working (mix of in the office and from home) where possible to support our people to be effective, empowered, and productive to achieve both their career and personal goals. Because we recognise that working flexibly means different things to different people, flexible working exists in many forms.  

Benefits  

• A flexible working environment   

• The opportunity to be part of a fast-growing tech company    

• A focus on development with access to Go1 learning    

• Paid parental leave and Quarterly Wellbeing Days    

• Employee talent referral scheme (know great people, be rewarded)    

• A fun and friendly culture working with passionate and talented people    

• A work environment where you can genuinely improve the world of work!  

We are a diverse and dispersed organisation and are actively looking to grow our team with individuals from all diverse backgrounds. We encourage applicants from all backgrounds, cultures, ages, genders, neurodiversity, religions, sexual orientations, and experiences to apply.   

We are a 2025 Circle Back Initiative Employer and commit to respond to every applicant.