Client Success Manager
4 days ago
| Auckland, NZ
The Opportunity
Join NZ's leading AI services agency at an inflection point.
We're scaling our Squad as a Service model and need someone who can own client relationships while learning the consulting craft.
This isn't a tick-the-box CSM role - you'll be the bridge between complex AI implementations and client outcomes, with a clear pathway into consulting.
What You'll Do
Client Ownership (4+ Strategic Accounts)
Own the relationship for 4+ enterprise clients, serving as their primary point of contact
Drive adoption and value realisation for squad engagements and AI implementations
Identify expansion opportunities and risks early - you're commercial, not just operational
Coordinate across technical squads, delivery managers, and client stakeholders
Delivery & Outcome Focus
Ensure squad deliverables align with client business objectives, not just technical specs
Translate technical progress into business value for client executives
Run client workshops, check-ins, and quarterly business reviews
Manage scope, expectations, and commercial discussions (variations, extensions, new work)
Consulting Pathway Development
Shadow senior consultants on discovery workshops and solution design
Contribute to proposals and SOWs under mentorship
Build your AI/ML consulting capability through real client work
Progressively take on more strategic advisory responsibilities
What You'll Need
Essential
3-5 years in customer success, account management, or client-facing delivery roles
Genuine passion for AI and emerging tech - you read about this stuff for fun
Commercial acumen - you understand T&M, SOWs, expansion revenue, and client economics
Strong communication skills - comfortable with C-suite and technical teams alike
Self-directed and proactive - we're a small team, you'll need to figure things out
Highly Valued
Experience in professional services, consulting, or agency environments
Exposure to technical implementations (doesn't need to be AI specifically)
Understanding of AI concepts - even at a high level (LLMs, RAG, agents, etc.)
Track record of growing accounts or identifying new opportunities
The Real Requirements
Hungry to learn and genuinely interested in becoming a consultant
Comfortable with ambiguity and fast-moving client environments
Can hold your own in technical conversations without being the expert
Located in NZ
Why This Role
The Consulting Pathway Is Real
Structured mentorship from experienced consultants (including founders)
Hands-on exposure to solution design, discovery, and client strategy
Clear progression into consulting roles as you demonstrate capability
Work That Matters
AI implementations that genuinely transform how enterprises operate
Smart, driven team tackling hard problems
Clients who are investing seriously in AI change
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