Customer Success Programs Leader
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 you are
The Customer Success Programs Leader is instrumental in helping our customers unlock the full potential of Humanforce’s extensive suite of products and services. As a key member of the customer success team, this person will design and implement innovative customer-focused programs aimed at boosting satisfaction, fostering product adoption, minimising churn, and promoting long-term loyalty.By overseeing a dynamic team of Customer Success Managers, this role requires a unique combination of strategic insight, strong customer advocacy, and digital marketing expertise to create and lead initiatives that drive both customer success and significant business outcomes.
What you will do- Customer-Focused Program Creation: Create and execute programs designed to empower customers in reaching their business objectives. This may involve developing onboarding procedures, conducting training sessions, launching user education initiatives, and establishing customer feedback mechanisms to guarantee that our programs align with customer requirements.
- Customer Advocacy: Serve as the champion for our customers at Humanforce! Gathering and analysing customer feedback, identifying their challenges, and spearheading internal changes to resolve these concerns.
- Cross-Functional Collaboration: Collaborate closely with Sales, Marketing, Product, and Support teams to ensure a unified strategy for customer success. This teamwork is essential for syncing our customer success initiatives with our overarching business goals.
- Metrics and Reporting: Define key performance indicators (KPIs) for our customer success initiatives and track these metrics consistently. Deliver comprehensive reports to stakeholders on program efficiency, customer satisfaction, and opportunities for enhancement.
- Issue Resolution: Take the initiative to recognise and mitigate potential challenges that could hinder customer satisfaction or the success of programs. This includes problem-solving, delivering prompt solutions, and escalating complex issues when required.
- Strategic Resource Allocation: Lead a dedicated team of onshore and offshore Customer Success Managers to ensure the effective implementation of customer success strategies. This involves prioritising tasks, assigning roles, and equipping the team to achieve program objectives.
- Digital Engagement and Communication: Collaborate with Customer Marketing and Product Marketing to create scalable digital communication plans that keep customers informed about program updates, new features, and best practices.
- Customer Relationship Management: Strong capability in establishing and nurturing customer relationships is key. This role centres around comprehending customer needs, resolving concerns, and continuously enhancing their overall experience.
- Project Management: Expertise in juggling multiple projects at once. This entails defining project scopes, establishing timelines, assigning resources, and ensuring the successful on-time and on-budget delivery of projects.
- Analytical Skills: The ability to delve into customer data, program metrics, and feedback is essential for making well-informed decisions. Robust analytical skills allow you to spot trends, evaluate program effectiveness, and implement data-driven enhancements.
- Communication Skills: Outstanding verbal and written communication abilities are vital for engaging customers, crafting program documentation, and collaborating effectively with internal teams.
- Problem-Solving: A proactive approach to addressing customer concerns and program obstacles is essential. This skill requires quick thinking, resourcefulness, and the ability to devise effective solutions under pressure.
- Technical Proficiency: Comfort with customer success platforms, CRM tools, and relevant software is necessary. The Customer Success Program Manager should leverage technology to optimise processes and elevate program delivery, especially in the digital realm.
- Strategic Thinking: The ability to formulate long-term strategies that align customer success programs with overarching business goals is critical. Strategic thinking ensures programs are sustainable, scalable, and impactful.
- HCM or WFM Knowledge: Previous experience and knowledge in the B2B SaaS HCM or WFM software industry is important for this position.
- Having experience with Gainsight will be a significant plus!
- Demonstrated expertise in creating scalable digital initiatives that enhance product adoption.
- Proven track record in leading Voice of Customer or NPS initiatives.
- Skilled in managing teams across offshore and dispersed locations.
- 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 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.
We are a 2025 Circle Back Initiative Employer and commit to respond to every applicant.