Our mission and where you fit inAt 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 likeWe'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.
- 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.
- 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
- 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!