Customer Success Specialist/Team Lead

1 day ago

Auckland, Auckland, New Zealand OneReg Full time

Role overview

We're hiring a Customer Success Specialist / Team Lead to support our growing global customer base.

This is a hybrid role combining hands-on customer success with leading our Implementation and Customer Success team.

You'll ensure customers are onboarded smoothly, supported effectively, and getting maximum value from OneReg - while also coaching the team, driving consistent delivery, and lifting how we operate at scale. You'll be on the front line of customer engagement, working across time zones, countries, and regulatory environments. It's a fast-paced role that requires empathy, strong communication, sound judgement, and confident leadership. This role reports to the Chief Customer Officer.

What you'll be responsible for

  • Managing and mentoring the Implementation and Customer Success team, including setting priorities, supporting performance, and building capability
  • Leading onboarding, implementation, and training for new customers
  • Building strong, trusted relationships and supporting ongoing customer success across multiple markets
  • Becoming a OneReg superuser and trusted advisor
  • Helping improve customer documentation, processes, and support workflows
  • Acting as a key point of contact for customer queries and issues and coordinating internally with Product, Engineering, and Delivery teams
  • Tracking customer progress, risks, and opportunities, and proactively managing overall customer health
  • Capturing customer insights that help to continue to evolve the features and usefulness of the OneReg platform.

What we're looking for

  • Experience in Customer Success, Account Management, or Support in a SaaS environment
  • Demonstrated people leadership experience (or a clear step-up into team leadership), with strong coaching and stakeholder management skills
  • Strong communication and relationship-building skills
  • Comfortable working with complex products and customers
  • Highly organised with strong attention to detail
  • Ability to juggle multiple customers and priorities
  • Experience in aviation, compliance, operations, or B2B SaaS is a plus

Why this role matters

You'll play a key role in customer retention, satisfaction, and long-term success, and in building a high-performing Customer Success and Implementation function as OneReg scales globally.

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