Customer Success Manager

• Manage a dedicated portfolio of approximately 40–60 Mid-Market customers across the full customer lifecycle
• Lead onboarding through kickoffs, milestone check-ins, and guidance toward measurable outcomes
• Build customer-specific success plans based on goals and measurable outcomes
• Provide proactive, consultative guidance through strategic touchpoints and value-driven conversations
• Monitor customer health, identify adoption trends, and address risks
• Partner with Account Management on retention and expansion
• Coordinate with Technical Support, Product, Solutions, and Engineering when deeper expertise is needed
• Own customer escalations from identification through resolution
• Advocate for customers internally through product feedback and customer-experience improvements
• Drive AI adoption across the customer portfolio
• Share best practices, improve playbooks, and participate in webinars and enablement initiatives

• Prioritise customer renewals and overdue renewals.
• Re-engage at-risk customers before renewal through various communication channels.
• Maintain regular customer contact to support satisfaction and platform adoption.
• Onboard new clients and provide training to achieve customer objectives.
• Deliver customer service via phone, in-app chat, and email.
• Plan and prioritise daily activities toward agreed business objectives.
• Maintain and develop customer relationships to optimise service quality, business growth, and satisfaction.
• Use globally aligned systems and processes for efficient, consistent service delivery.
• Attend and present at customer success and cross-departmental meetings.
• Visit customers for training and support, and present grower/agronomist workshops.
• Maintain training and develop relevant knowledge, techniques, and skills.
• Adhere to health and safety policies and requirements.
• Record, manage, and complete daily activities effectively.
• Provide first-line inbound support via phone, in-app chat, and email.
• Assist with technical onboarding setup, including importing data, configuring accounts, and connecting clients.
• Provide ad-hoc training through inbound support.

Customer Success Manager jobs in New Zealand

Customer Success Manager

Customer Success Representative