Customer Success Manager

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.

We're always on the look out for Customer Success Manager's to be the trusted advisor for a portfolio of customers, empowering them to achieve their goals through our platform. Customer Success at Humanforce is focused on driving adoption, delivering value, and build strong relationships that lead to customer satisfaction, retention, and growth.

Customer Success Managers are strategic, high-impact individuals that collaborate with teams like Sales, Support, and Professional Services to ensure an excellent customer experience.

Please note: This is not an open position at this time. By expressing interest, you indicate interest in potential future opportunities within our Customer Experience team.

• Develop and execute customer success plans
• Build strong customer relationships and proactively manage health and retention
• Identify upsell and expansion opportunities
• Lead business reviews and drive engagement
• Advocate for customers internally and provide feedback to influence product
• Support customer enablement through training and education
• Manage escalations and ensure timely issue resolution

• Background in SaaS, customer success, account management, or consulting
• Proven ability to build relationships and drive outcomes
• Strong problem-solving, analytical, and critical thinking skills
• Ability to thrive in dynamic environments and work autonomously
• Attention to detail and accountability
• CRM platform experience a plus

• Experience with Human Capital Management (HCM) solutions - particularly in Workforce Management (WFM), HRIS, or Talent platforms - is highly regarded.
• Familiarity with frontline or shift-based industries (e.g. healthcare, hospitality, retail) is a strong advantage and will help you connect deeply with our customers' challenges and needs.

• We are bold
• We are all in
• We are customer obsessed
• We do what we say
• We are good humans

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.

• 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.