Head of Customer Growth & EnablementHybrid

Who are we?  

Humanforceʼs 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 centered, intelligent and compliant HCM suite is highly integrated and composable, and consists of Workforce Management (WFM), HR, Talent, 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 worlds talent with the growth, productivity and efficiency objectives of frontline and flexible workforces.

AI at Humanforce 

At Humanforce, we’re not experimenting at the edges of AI, we’re redesigning the core of how we operate. We see AI as a fundamental shift, not an incremental improvement, and we’re deliberately moving toward becoming an AI-native organisation. 

That means rethinking how work gets done end-to-end, how we build our products, make decisions, serve customers, and scale impact. We’re not layering AI onto old ways of working, we’re redefining and reimagining our processes, tools, and team structures to take full advantage of what AI makes possible. 

This is a moment of real change. We’re moving fast, learning in real time, and challenging assumptions about roles, workflows, and productivity. If you’re motivated by transformation, not optimisation, and want to help shape how a global tech company operates in an AI-first future, Humanforce is the place to do it. 

Who you are 

You are a commercially minded revenue leader who understands that growth doesn’t stop at acquisition. It compounds through retention, expansion, and product adoption. You are obsessed with net revenue retention and protecting gross retention, and you know how to design lifecycle strategies that increase customer value over time. 

You are a player-coach who can go deep when needed, but your real strength lies in architecting the system: expansion strategy, lifecycle growth motions, enablement frameworks and cross-functional orchestration across Sales, Customer Experience and Product. 

You’re pragmatic, data-driven, and intolerant of low-impact work. You care about outcomes, not activities. You are curious about how AI can drive smarter segmentation, lifecycle automation, product adoption signals, and commercial enablement effectiveness. 

What you will do

• Own and drive Net Revenue Retention (NRR) and protect Gross Revenue Retention (GRR) across the customer base.  
• Architect expansion and attach strategies across the product suite, defining clear thresholds, sequencing and commercial triggers.  
• Define the commercial growth layer between Product and Customer Experience, ensuring clear ownership of expansion readiness vs renewal execution. 
• Own structured customer advocacy and proof systems that support both expansion and new business win rates. 
• Build scalable lifecycle growth motions across onboarding, adoption, renewal and expansion.  
• Partner closely with Customer Experience and Product to improve product usage, stickiness and time-to-value.  
• Establish data-led segmentation and signal-driven campaigns to identify expansion and churn risk opportunities.  
• Build and evolve revenue and sales enablement programs to improve renewal and expansion conversion efficiency.  
• Lead and coach a team across lifecycle marketing, product enablement and commercial enablement.  
• Replace manual lifecycle and enablement workflows with AI-enabled, signal-driven systems that scale without proportional headcount growth.  

Commercial Accountability 

• Accountable for measurable expansion of ARR contribution and year-on-year NRR improvement. 
• Own attach rate strategy across product suite, including sequencing and commercial readiness. 
• Contribute directly to margin performance through improved retention and reduced churn risk. 
• Partner with Finance and RevOps to model expansion impact and forecast renewal outcomes. 

Operating Expectations 

• Expected to design durable, scalable revenue systems rather than campaign-based programs. 
• Eliminates low-leverage activity and focuses on measurable revenue durability. 
• Makes commercially grounded trade-offs across adoption, expansion and enablement priorities. 

Success in this role will be measured by sustained, predictable impact on ARR growth and revenue durability, not activity volume.    

 What you’ll need

• Proven experience driving NRR and GRR in a B2B SaaS environment.  
• Strong experience designing customer lifecycle and expansion GTM strategies.  
• Deep understanding of product adoption, stickiness and usage-led growth mechanics.  
• Experience implementing AI processes to retain and expand customers.  
• Experience building cross-functional operating rhythms across Sales, CX and Product.  
• Commercial acumen with the ability to model revenue impact and prioritise high-leverage initiatives.  
• Experience building or leading revenue/sales enablement programs. 
• A pragmatic, outcome-first mindset with a bias for action.   

Some ‘nice to haves'

• Experience in multi-product SaaS environments.  
• Exposure to customer advocacy or community-led growth strategies.  
• Experience designing product-led growth (PLG) motions.  
• International lifecycle or expansion experience.  

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 hybrid model of minimum three days a week of in office moments supports flexibility tailored to individual and team needs, empowering people to achieve their career and personal goals. 

Benefits

• A truly flexible workplace through our Flex@HF approach 
• The opportunity to be part of a fast-growing global tech company 
• A focus on learning and development through Humanforce HR 
• A generous talent referral program – know great people, be rewarded 
• 12 weeks paid parental leave for primary careers, 4 weeks for secondary 
• 4 extra days leave to focus on your wellbeing 
• Contemporary and practical Employee Assistance Program  
• A cool reward and recognition program – shout to your colleagues and earn points to spend 
• Access to our own financial wellbeing platform Thrive – including earned wage access, tools to budget and save, perks and cashback across 100s of Australian retailers 
• Fun, collaborative culture with passionate people 
• A workplace 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.