Customer Experience Lead

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

We are looking for a passionate and strategic Customer Success Leader to join our team in the UK. This is a high-impact role focused on driving customer outcomes, enhancing retention, and identifying growth opportunities across a portfolio of strategic accounts. You'll be the local voice of the customer, deeply embedded in both the post-sales journey and supporting the pre-sales cycle. Working closely with Sales, Product, and the broader CX team, you’ll bring customer insights to life and shape the customer experience.

What you will do

• Own and manage a portfolio of strategic accounts across our customer verticals in the UK, acting as the voice of the customer on the ground, gathering insights, surfacing risks, and driving retention strategies.
• Lead Quarterly Business Reviews (QBRs) and UK-specific business reviews alongside senior leaders.
• Partner with Sales to support pre-sales activity, onboarding, and service scoping.
• Collaborate with UK-based partners and drive localised strategies aligned with market needs.
• Identify and support expansion and renewal opportunities within the customer base.
• Engage at all levels of the customer’s business, from frontline to C-suite, to drive adoption and satisfaction.
• Provide CX oversight without direct people management; influence and coordinate across teams to solve problems and deliver value.
• Work with global CSM teams to align on best practices and ensure consistency in service delivery.

What you’ll need

• Proven experience in a Customer Success, Account Management, or Strategic Customer role.
• Demonstrated success in managing strategic or enterprise-level accounts in a B2B environment.
• Strong commercial acumen with experience supporting or leading pre-sales conversations.
• Ability to identify signs of churn and proactively intervene.
• Excellent communication and relationship-building skills; able to influence at all levels.
• Comfortable operating in ambiguity; solutions-focused with a ‘roll up your sleeves’ mentality.
• Experience running or participating in customer and internal business reviews.
• Strong understanding of customer personas and industry-specific nuances is a plus.

Some ‘nice to haves’

• Previous experience in HCM SaaS software.
• Exposure to service sales, solution scoping, and customer journey mapping.
• Interest in data-led decision making and using insights to influence strategy.

Our values

• 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.