Customer Success Manager

Customer Success Manager (Full time)

Reporting to: Customer Engagement Lead

Location: New Zealand or Australia (remote/hybrid). Head office is Auckland.

Start Date: Immediately or 12 January 2026

About Clearhead:

Clearhead is an innovative social enterprise founded in New Zealand that is transforming mental healthcare, making personalised mental wellbeing support accessible to everyone.

We are a cutting-edge provider of workplace wellbeing and Employment Assistance Programme (EAP) services, offering access to a large therapist marketplace in Australia and New Zealand.

Clearhead comprises a high-performing team committed to our mission, collaborating regularly with talented operators, clinicians, sales & marketing professionals, and developers.

Meet the team here:

Role Overview:

As a Customer Success Manager, your primary focus will be relationship management and ownership of key customer support tasks and operational processes to ensure a seamless customer experience at scale.

Key Responsibilities:

Customer Success

• Coordinate seamless client onboarding and launches.

• Create customised digital launch material, using pre-designed templates.

• Conduct engaging, online product demonstrations for clients.

• Regularly monitor and proactively drive client engagement metrics.

• Manage and nurture ongoing client relationships, including regular check-ins and strategic touch-points.

• Manage contract renewals and support client retention initiatives.

• Maintain accurate and comprehensive client records within HubSpot CRM.

• Collaborate with product and operations teams to generate and deliver insightful analytics reports for clients.

• Identify and communicate user feedback internally, contributing to enhanced customer and end-user experiences.

• Understand and maintain customer success processes and automations.

• Actively contribute to the continuous improvement of customer success processes and automations.

Customer & Operations Support

• Provide general account support, FAQ assistance, and platform troubleshooting.

• Assist with end-user customer support queries when needed.

• Execute manual operational workflows, including onboarding tasks, reporting communications, administrative provisioning, and data maintenance.

General

• Work collaboratively with the Clearhead team where appropriate to achieve our company goals and vision.

Who Are We Looking For?

We seek an enthusiastic customer-focused generalist who enjoys building relationships, solving problems, and leveraging technology to deliver outstanding client experiences—but also doesn't mind rolling up their sleeves with some reactive support and operational processes.

This role provides ample opportunity for growth through account management, process improvement, and automation initiatives.

Experience & Qualifications:

2+ years in Customer Success or Account Management (preferably in B2B SaaS, HR, or a related industry).

• Experience managing a portfolio of clients in a tech-enabled environment is preferred.

• Experience with digital or scaled CS programs, or marketing automations.

• A digital marketing background with HubSpot would be an advantage.

• Comfortable balancing proactive relationship management with reactive client support.

• Familiarity with delivering services or support to HR leaders is advantageous.

• A foundational understanding of customer support processes and experience with support platforms (FreshWorks, Linear, Retool, Zapier, JIRA, GrooveHQ, Intercom, etc.), CRMs and project management tools (e.g. HubSpot, Notion, Zendesk, Salesforce, Monday, etc) is an advantage.

Key Characteristics:

• Confident Communicator – adept at engaging clients through phone, video, and email.

• Adaptable Generalist – thrives wearing multiple hats in a dynamic, small team environment.

• Automation Enthusiast – enjoys finding efficient ways to deliver high-quality experiences that scale.

• Resourceful problem solver - able to assess situations, leverage existing resources to find answers and solve problems.

• Customer-Centric – balances immediate support with strategic, relationship-focused approaches.

Our Culture:

• We are playful, like to have fun and good banter.

• We are driven and passionate about our mission; this means working hard to deliver high-quality results. We strive for excellence and performing to our absolute best.

• We foster a supportive culture which includes investing in your professional goals and development.

• We operate in a high-trust environment, including providing flexible working conditions.

• We are comfortable with the chaos and opportunities that come from being part of a business that is rapidly scaling up, and we value initiative and flexibility.

• Don't meet every single requirement? That's okay If you meet many of the requirements, are passionate about this role and feel you'd be a great fit, we'd still love to hear from you.