Client Success Associate (13 month contract)

Employment Hero

7d • Remote

About The Position

As a Client Success Associate you will play a foundational role in independently managing a portfolio of clients while contributing to a high-performance team culture. As an Associate, you’ll focus on retention, expansion, nurturing client relationships, driving adoption, and supporting successful outcomes across Employment Hero’s HR, Payroll, and Benefits solutions.
You will act as a trusted advisor to your clients while collaborating internally to deliver exceptional service. This role offers a launchpad for growth within the Client Success function and a chance to influence the future of work in Canada.
This is a 13-month fixed-term contract with the possibility of extension or transition to a permanent role.

Requirements

• 2+ years of experience in Customer Success, Account Management, or Strategic Client Support in SaaS.
• Demonstrated success managing high-volume or complex client portfolios with measurable retention and expansion results.
• Exceptional communication, stakeholder management, and problem-solving skills.
• Strong business acumen and deep understanding of Canadian HR and Payroll practices.
• Ability to analyze client data, identify trends, and recommend actionable insights.
• Proficiency in CS tooling (e.g. Zendesk, Hubspot, Notion, Slack, Salesforce).
• Comfortable operating independently in a remote, high-performance team environment.

Responsibilities

• Manage a portfolio of 100–150 Canadian clients, including key accounts and multi-company groups.
• Act as a strategic advisor to clients across HR, Payroll, and Benefits, driving measurable business outcomes.
• Lead Executive Business Reviews, own Success Plans, and identify growth opportunities in partnership with Sales.
• Monitor client health and act swiftly to mitigate risk or churn.
• Work closely with Product and Engineering to share client feedback, escalate critical issues, and influence product roadmap.
• Proactively contribute to product adoption through training, knowledge sharing, and usage reviews.
• Achieve key Client Success metrics: Gross Churn, Net Churn, Expansion
• Participate in Game Tape reviews, Pipeline Reviews, and weekly team syncs to continuously raise team standards.
• Actively collaborate across Success, Sales, Product, and Implementation teams to deliver seamless customer experiences.

Benefits

• 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 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed