Customer Success

5 days ago

Wellington, Wellington, New Zealand FICO Full time NZ$90,000 - NZ$120,000 per year

The Opportunity

We are seeking a dynamic Customer Success Manager to drive customer retention, expansion, and advocacy within our LAER (Land, Adopt, Expand, Renew) go-to-market model. This role is critical to ensuring customer success throughout their lifecycle, maximizing ARR growth, and preventing churn through proactive relationship management and strategic account planning. Our clients are blue chip organisations.

What You'll Contribute

  • Build and maintain strong relationships across all customer stakeholder levels (C-suite to end users)
  • Lead post-sale onboarding and implementation to drive product adoption and time-to-value
  • Identify and qualify expansion opportunities, collaborating with sales teams to grow account ARR
  • Own renewal strategy and execution, ensuring high retention rates and contract value preservation
  • In partnership with Key Account Manager, develop and execute comprehensive account plans aligned with customer business objectives
  • Monitor and analyse customer health metrics, usage patterns, and adoption trends to identify risks and opportunities
  • Proactively engage with customers to understand their strategic direction and evolving needs, conducting regular business reviews, health checks, and strategic planning sessions
  • Act as customer advocate internally while representing company interests externally
  • Coordinate cross-functional teams (Support, Product, Engineering, Sales) to deliver customer outcomes
  • Develop and implement customer training programs and enablement initiatives
  • Manage customer-impacting programs (upgrades, migrations, product changes)
  • Track and report on customer satisfaction, Net Promoter Score, and key success metrics

What We're Seeking

  • Bachelor's degree or equivalent experience gained in a commercial environment.
  • Extensive Credit Risk or Fraud Domain experience.
  • Experience with managing SaaS solutions for tier one financial services institutions.
  • The ability to understand client's objectives, support and guide their thought process to identify success criteria.
  • Proven track record managing customer renewals with high retention rates
  • Creative thinker with the ability to manage complex, multi-stakeholder customer relationships.

Our Offer to You

  • A culture and work environment strongly reflecting our core values: Act Like an Owner, Delight Our Customers, and Earn the Respect of Others.
  • The opportunity to make a difference by leveraging your unique strengths.
  • Highly competitive compensation and rewards.
  • Flexible work options, opportunities to give back to your community.

  • Customer Success Operations Engineer

    5 days ago

    Wellington, Wellington, New Zealand Datacom Connect Full time NZ$80,000 - NZ$120,000 per year

    A bit about Smartly, a Datacom companyWe exist to make it simpler for Kiwi businesses to look after their people. We're known as the simple way to sort your payroll for over 20,000 businesses. Our slick software combined with our awesome support team help businesses pay their people on time, accurately and in line with legislation. As a fast-growing FinTech...

  • Customer Success Operations Engineer

    5 days ago

    Wellington, Wellington, New Zealand Datacom Full time NZ$90,000 - NZ$120,000 per year

    A bit about Smartly, a Datacom companyWe exist to make it simpler for Kiwi businesses to look after their people. We're known as the simple way to sort your payroll for over 20,000 businesses. Our slick software combined with our awesome support team help businesses pay their people on time, accurately and in line with legislation. As a fast-growing FinTech...

  • Customer Success Operations Engineer

    5 days ago

    Wellington, Wellington, New Zealand Datacom Full time NZ$90,000 - NZ$120,000 per year

    A bit about Smartly, a Datacom companyWe exist to make it simpler for Kiwi businesses to look after their people. We're known as the simple way to sort your payroll for over 20,000 businesses. Our slick software combined with our awesome support team help businesses pay their people on time, accurately and in line with legislation. As a fast-growing FinTech...

  • Customer Manager

    3 days ago

    Wellington, Wellington, New Zealand New Zealand Trade and Enterprise Full time NZ$60,000 - NZ$120,000 per year

    This role is based in our Wellington NZTE office.Who are weTe Taurapa Tūhono | New Zealand Trade and Enterprise (NZTE) purpose is simple – to grow companies internationally, bigger, better and faster, for the good of New Zealand.You would be joining the Export Customer team - we are a friendly passionate team of commercially astute ambitious Customer...

  • Customer Director

    5 days ago

    Wellington, Wellington, New Zealand New Zealand Trade and Enterprise Full time NZ$120,000 - NZ$220,000 per year

    This role is based in Wellington. Who we are: Te Taurapa Tūhono | New Zealand Trade and Enterprise (NZTE) is New Zealand's international business development agency.  We exist for one purpose – to grow businesses internationally, bigger, better, faster for the good of New Zealand.  We use our extensive knowledge and global networks to help Kiwi...

  • Customer Relationship Manager

    3 days ago

    Wellington, Wellington, New Zealand Datacom Full time NZ$60,000 - NZ$100,000 per year

    A bit about SmartlyWe exist to make it simpler for Kiwi businesses to look after their people. We're known as the simple way to sort your payroll for over 20,000 businesses. Our slick software combined with our awesome support team help businesses pay their people on time, accurately and in line with legislation.We wholeheartedly believe that if you put your...

  • Customer Director

    5 days ago

    Wellington, Wellington, New Zealand New Zealand Trade and Enterprise Full time NZ$90,000 - NZ$110,000 per year

    This role is based in Wellington.Who we are:Te Taurapa Tūhono | New Zealand Trade and Enterprise (NZTE) is New Zealand's international business development agency. We exist for one purpose – to grow businesses internationally, bigger, better, faster for the good of New Zealand. We use our extensive knowledge and global networks to help Kiwi businesses...

  • Customer Director

    5 days ago

    Wellington, Wellington, New Zealand New Zealand Trade and Enterprise Full time NZ$140,000 - NZ$200,000 per year

    This role is based in Wellington.Who we are:Te Taurapa Tūhono | New Zealand Trade and Enterprise (NZTE) is New Zealand's international business development agency. We exist for one purpose – to grow businesses internationally, bigger, better, faster for the good of New Zealand. We use our extensive knowledge and global networks to help Kiwi businesses...

  • Customer Consultant

    5 days ago

    Wellington, Wellington, New Zealand Powerco Full time NZ$60,000 - NZ$90,000 per year

    Customer Consultant – The Gas Hub Wellington Fixed-term (6 months) - Full-time (starting 12 January 2026)We're looking for an all-round customer experience superstar Providing an outstanding customer experience is our highest priority. If you are passionate about finding ways to surprise and delight customers, are experienced in navigating a number of...

  • Customer Manager

    3 days ago

    Wellington, Wellington, New Zealand New Zealand Trade and Enterprise Full time NZ$60,000 - NZ$120,000 per year

    This role is based in our Wellington NZTE office. Who are we:New Zealand Trade and Enterprise (NZTE) is New Zealand's international business development agency.  We exist for one purpose – to grow businesses internationally, bigger, better, faster for the good of New Zealand.  We use our extensive knowledge and global networks to help Kiwi businesses...