Hero Revisited: Purpose, Growth, and Unmatched Team Culture - Strategic Account Manager Hero Headquarters Employee Review

Thank you for taking the time to share your reflections. We're pleased you valued the clients, the team, and the meaningful work Hero delivers—it remains at the heart of everything we do. We appreciate that Hero is a high-expectation, fast-paced environment, and we recognise that won’t suit everyone. Our work is grounded in purpose—empowering the community with knowledge that can save lives—and that naturally means the standards we hold ourselves to are high. Our leadership approach is focused on creating a culture of trust and autonomy. When our team members are performing well, they experience a great deal of independence. When someone is finding aspects of the role challenging, we lean in with more structured support—always with the intent of helping them succeed and ensuring we continue to deliver on the high standards our clients deserve. In a role that is heavily KPI-driven and fast-paced, we appreciate that this level of structure and support can feel different depending on the individual’s experience, and we’re sorry if this was felt negatively during your time with us. It’s never our intention for support to feel anything other than constructive and aimed at helping our people succeed. For those interested in the broader context, we do offer commission for Account Manager roles, which is not typical in our industry and is offered alongside competitive salaries. The checks in place are simply designed to ensure alignment with our values, and commissions have always been paid when these straightforward criteria are met. Turnover in sales and account roles is known to be high across many industries, with average annual turnover often exceeding 25%. We're proud that our team consistently outperforms these industry averages, with an average tenure of over 6 years—well above benchmarks for similar roles. This reflects the strong engagement, alignment, and culture we aim to build at Hero. At the same time, we recognise that some level of movement is both natural and healthy in a high-performing team. When turnover does occur, it’s often through open, respectful conversations where both the individual and the business recognise that a change may be the right next step. In situations where expectations and role alignment have been openly discussed over time, we often see a natural agreement between both parties that stepping away is in everyone’s best interests, which is why a formal exit interview may not always take place. We remain committed to evolving our ways of working while staying true to our mission of raising the benchmark in our industry and delivering work that makes a genuine impact. We know we’re a business that leads from the heart and with the best intentions, and while we may not always get everything right, we genuinely appreciate feedback like yours as it helps us continue to learn and grow. We greatly appreciate the time you spent with us and the contributions you made during your time at Hero. While we understand our environment isn’t the right fit for everyone, we remain committed to fostering a high-performing, values-led team. We wish you nothing but success and happiness, and again, appreciate your insights.

Thank you for taking the time to share your honest reflections. We're so pleased you experienced the supportive and connected culture we work hard to create at Hero. It’s always great to hear that the team spirit, focus on growth, and the drive to make a difference in the community came through during your time with us. We completely understand that Hero is a fast-paced, high-accountability environment, and we appreciate that can feel different depending on your previous experiences. Our Account Manager role is built from years of data and client needs, and we’ve mapped clear KPIs to help give our team clarity on what success looks like in the role. This structure is designed to support—not restrict—our team to feel confident and focused in their work. We also know that work is only one part of life, and we always try to support our team through both the highs and the more challenging days. We aim to create an environment where people feel they can show up as they are, while also recognising that from time to time, we may need to lean in if patterns emerge that start to impact the broader team. We approach these conversations with care, always aiming to support our people first. Thank you again for the contributions you made during your time with us, it was lovely to work alongside you, saving lives together, We wish you all the best for what’s next and hope you carry forward some positive memories from your time at Hero.