Digital Customer Success Manager (SEA)

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 Digital Customer Success Manager (SEA) is a pivotal role focused on driving success and value for our micro and mid-market customers. This role acts as a virtual Customer Success Manager, leveraging technology and data to deliver positive outcomes across a large customer base. By developing and executing digital-first strategies, you will be responsible for driving product adoption, identifying opportunities for expansion, while ensuring customers achieve their business goal through virtual quarterly business reviews (QBRs). This is a strategic role that uses one-to-many digital motions to foster customer loyalty and increase lifetime value at scale.

This role will focus primarily on the South East Asia markets where at times may require 1:1 customer success account management in the region (Anticipated split 80% scaled Customer Success and 20% Customer Success Account Management of high value accounts).

Your key focus areas will be:

• Achieve targets for Net Revenue Retention (NRR) across the scaled customer segment.
• Increase the Lifetime Value (LTV) of managed accounts through proactive digital engagement.
• Drive product adoption and feature usage through scalable campaigns and resources.
• Identify and surface expansion opportunities (upsell and cross-sell) through data analysis with qualified leads

This will include the following:

• Scaled Engagement: Design and execute one-to-many digital campaigns (e.g., email workflows, in-app messaging) to guide customers through their lifecycle
• Digital Business Reviews: Develop and deliver scaled Quarterly Business Reviews (QBRs) through digital channels such as automated, personalised reports to demonstrate value and advise on best practices.
• Data-Driven Insights: 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 targeted, proactive interventions.
• Customer Enablement and Community: Drive a focus on customer training, certification and joining the EH community
• Product Adoption: Develop and run targeted digital campaigns to drive the adoption of key features and new products relevant to customer segments and their business objectives.
• Growth Identification: Analyse customer behaviour to identify patterns that indicate expansion potential. Collaborate with the Sales and CS teams by surfacing qualified leads for upsell and cross-sell closure.
• Feedback Aggregation: 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.
• Journey Optimisation: Continuously map the digital Customer Success journey to identify areas for improvement and implement automated “playbooks” that enhance the customer experience and drive value.
• Propensity to Churn: Partner with analytics, billing, and save teams to drive proactive target campaigns based off propensity to churn models

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.

For this role, you’ll also bring:

• 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.
• Proven experience in creating and managing digital campaigns through marketing automation, or customer success platforms.
• The ability to think strategically about how to achieve customer success at scale, designing programs and processes that are both effective and efficient.
• Outstanding written and verbal communication skills, with a talent for creating clear, concise, and engaging content for a broad audience.
• High proficiency with Customer Success platforms (e.g. Gainsight, Vitally), CRM, and marketing automation tools. A passion for using technology to solve problems.
• Ability to work in cross-functional teams, including Sales, Marketing, Product, and Finance to deliver a seamless customer experience.
• A resourceful and proactive approach to identifying and addressing systemic customer challenges through scalable solutions, not individual case management.
• Adoption of AI and eagerness to leverage AI and automation to scale administrative tasks and enhance the effectiveness of digital engagement.
• Bilingual ability: As this role spans the South East Asia markets it would be desirable to have someone who is bilingual in preferably Simplified Chinese or Malay

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 that includes: a very generous parental leave policy, subsidised egg freezing (so you can make the choice that’s right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunities

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/

Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.

Candidates are kindly requested to submit their CV in PDF format for review.