Customer Success Manager

15 hours ago


Auckland City, New Zealand Thematic Full time

We are looking for a Customer Success Manager based out of New Zealand.

You have experience supporting and owning customers directly (ideally in software) and have good technical skills in areas like Excel. Importantly, you are a self-starter with great attention to detail

About Thematic

Thematic is a SaaS platform for customer feedback analysis, powered by the latest AI algorithms. Our goal is to empower companies to get clear and accurate insights from customer feedback in a fast and effortless way. We work with the likes of Google, LinkedIn, Atlassian and Doordash (just to name a few). Our users are researchers, analysts and product operations people. By getting a faster understanding of customer needs, our customers improve their customer metrics, and grow faster.

We are looking for a Customer Success Manager to own a portfolio of customers in ANZ and the US ensuring they love working with Thematic and ultimately expand their business with us.

We've been around since 2017 and are a fully remote team of 20+. Our R&D happens in New Zealand, our sales focus has been mainly in the US. We use modern tools like Slack, Jira and Zoom for communication and collaboration. We strive to minimize meetings, but also dedicate time to build a diverse and inclusive company culture. We are well funded (YCombinator, AirTree) and profitable.

**Requirements**:
A successful Customer Success (CS) Manager at Thematic will work in our CS team to own revenue retention, growth and satisfaction for a portfolio of customers. This means you will:

- Likely have 2-5 years experience supporting customers directly in a customer success, account management, operations or customer support role
- Fully manage the onboarding, training, renewal and growth for your assigned customers
- Be the primary point of contact for all inbound customer questions and issues
- Have good technical skills in Excel (bonus for experience in Slack, Jira and Confluence)
- Work closely with colleagues in CS, Sales, Data Science, Marketing and Product
- Have incredible attention to detail, be a self-starter and a personality for relationships

Bonus Points If You Experience in the Following:

- Software/SaaS/Tech customer success experience
- Coding or JSON experience in some form
- Working with or analyzing data
- Tools like JIRA, Slack and Confluence
- Working in a start-up environment

**Benefits**

We know someone like you is in demand right now, so why should you choose to work with us? Well, we take care of our team
- You'll have a total target compensation range of $70,000 - $85,000 NZD per year (negotiable, depending on experience), inclusive of bonus plan plus employee stock options.
- Flexibility in working hours: the CS team supports customers so flexibility is key
- You'll work remotely in comfort. We'll pay $400 per month towards a private or a shared office space (tax free).
- You’ll directly manage relationships with some of the world’s top tech brands
- You will be a part of a smart and high performing team that makes sure to have fun as well as work hard.
- We organize regular team activities, as well as a weekly Friday sessions where we bond as a team and learn about topics like "mushroom growing", "work while leaving in a camper van" or "growing up behind the Iron Curtain", or play a fun game
- You’ll bond with the team in the annual team retreat. We've taken our entire team to both Hawaii and beach retreats in New Zealand in the past

If any of the above resonates with you, we want to hear from you



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