Strategic, Customer Success Manager

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 are you 

As our Strategic Customer Success Manager at Humanforce, you will serve as the primary liaison for our key enterprise clients, focusing on enhancing customer satisfaction, retention, and revenue growth through a proactive and strategic approach to customer success. This role is essential in fostering robust relationships and becoming a trusted advisor, empowering customers to recognise and maximise the value of our products.

What you will do 

Strategic Account Planning:

• Craft and implement strategic account and success plans tailored for our key enterprise clients.
• Recognise business goals, obstacles, and avenues for growth.
• Ensure plans are in sync with the sales strategy to unlock maximum revenue potential.

Sales Collaboration:

• Collaborate closely with the Account Management team to gain insight into the customer journey, encompassing their buying processes, pain points, and opportunities for expansion.
• Share valuable insights and feedback to bolster Account Management initiatives, working together on account strategies and sales campaigns.

Value Delivery and Nurturing:

• Consistently showcase and articulate the value of our Humanforce products, ensuring customers achieve their desired outcomes.
• Proactively cultivate customer relationships through regular check-ins, business reviews, and value-added interactions.

Expansion and Upselling:

• Identify opportunities for upselling and expanding accounts by developing a profound understanding of customer needs and usage trends.
• Team up closely with our AM crew to stimulate revenue growth and expansion across our customer network.

Retention and Renewals:

• Adopt a proactive stance on customer retention by monitoring health metrics, pinpointing at-risk accounts, and executing retention strategies.
• Steer the renewal process by showcasing ongoing value and addressing any concerns or objections that may arise.

Customer Advocacy:

• Serve as a trusted advisor and champion for customers within the organisation, advocating for their interests and priorities.
• Utilise customer success stories and testimonials to enhance credibility and support sales and marketing efforts.

Training & Enablement:

• Deliver training and enablement support to customers, ensuring they fully comprehend and leverage our products.

Customer Satisfaction and Loyalty:

• Track and analyse customer satisfaction and loyalty metrics.
• Devise strategies to enhance customer satisfaction and nurture long-term loyalty.

Product Feedback and Development:

• Collect and convey customer feedback to the product development team to spur product enhancements and improvements.

Critical Account Escalations:

• Address and resolve customer requests and issues, involving relevant stakeholders as needed to ensure a positive outcome.

What you’ll need 

• Bachelor's degree or an equivalent level of experience
• Proficient in Software as a Service (SaaS) and Human Resource Management (HRM) products
• Extensive experience in customer success or account management
• Customer-oriented, possessing strong problem-solving, analytical, and critical thinking skills
• Able to exercise sound judgment, function competently in a dynamic environment, and work independently
• Skilled in fostering robust relationships and serving as a trusted advisor to clients

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     

• 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.