Senior Customer Success Manager
At a glance
Senior Customer Success role at EROAD. Auckland · full-time.
Pay not stated Customer Success Manager salary
growthroles summary, based on the employer's posting.
What you'll do
- Own complex, high-value New Zealand customer accounts from adoption through retention, value delivery and growth
- Coordinate with Enterprise Account Managers and Technical Account Managers in the three-part account structure
- Work with technical and delivery teams to clear issues and help customers adopt the product
- Use customer delivery frameworks and processes to steer outcomes across your portfolio
- Share expertise and coach peers informally as a senior Customer Success voice
What you bring
- At least three years in a comparable customer-facing or product-aligned position
- A record of managing customer portfolios and producing results in complex technology-enabled settings
- Experience partnering with technical or delivery teams on adoption, issue resolution and value delivery
- Background informally mentoring colleagues or contributing to team knowledge-sharing
- Working knowledge of customer delivery frameworks, CRM systems and Customer Success tools
Who this fits
This suits a senior individual contributor who wants influence without formal people-management duties. You’ll work from Albany in a hybrid arrangement, with four office days and one remote day each week. The portfolio covers complex, high-value New Zealand customers, and the role reports to the Customer Success Director, NZ.
From the employer
ABOUT THE COMPANY
EROAD is a New Zealand founded, publicly listed technology company that helps fleet operators run safer, more compliant and more efficient operations through an integrated hardware and software platform, and as it continues to grow across New Zealand, Australia and North America it's looking for a Senior Customer Success Manager to own a portfolio of complex, high-value New Zealand customers.
WHAT YOU'LL DO
You'll take ownership of a portfolio of complex, high-value customers and drive their success end to end.
- Own adoption, retention, value realisation and growth across your portfolio
- Work within a three-way account model alongside Enterprise Account Managers and Technical Account Managers
- Partner closely with technical and delivery teams to resolve issues and support product adoption
- Act as an informal mentor and role model within the Customer Success team, sharing knowledge with peers
- Apply customer delivery frameworks and processes to guide outcomes for your customers
- Report into the Customer Success Director, NZ
WHAT YOU NEED
Here's what we're looking for in the person who takes this on.
- At least 3 years in a similar customer-facing role such as CSM, Account Manager, Customer Operations or Customer Service Manager, or product-aligned role
- A proven track record managing customer portfolios and delivering outcomes in complex, technology-enabled environments
- Experience working closely with technical or delivery teams to support adoption, issue resolution and value realisation
- Experience informally coaching or mentoring peers or supporting knowledge-sharing, without formal people-management responsibility
- A strong understanding of customer delivery frameworks, processes and tools
- Comfortable working across CRM systems and Customer Success platforms and tools
- Experience in the Technology or SaaS industry is a plus
WHY JOIN
This is a chance to be a senior practitioner with real influence, without the overhead of formal people management.
- Own a portfolio of complex, high-value customers and shape how they realise value
- Work as a senior voice within a three-way account model alongside Enterprise Account Managers and Technical Account Managers
- Be recognised as an informal mentor and role model within the Customer Success team
- Be part of a high-growth, innovative technology company making a real difference across New Zealand, Australia, the Philippines and the USA
- Work alongside a talented and collaborative team
- Access continuous learning, EAP support and AI tooling to help you grow
- Enjoy a competitive salary and benefits package
THE DETAILS
Employment type: Permanent
Location: Albany
Work model: Hybrid (4 Days in Office, one day working remotely)
How to apply: Apply now with your CV and we'll be in touch
Customer Success work from LinkedIn, X, Reddit and Upwork, in one list.
Each morning you get everything that fits, strongest first.
Customer Success
Find me workBy the team behind growthroles.