Account Growth & Retention Specialist

Zappy Ltd; Auckland; On-site; NZD 60,000 - 90,000; Full time

Job summary

Zappy is seeking an Account Manager – Customer Growth & Retention to nurture and grow a portfolio of existing customers in Auckland. You’ll build strong relationships, understand client needs, and identify opportunities to increase engagement and retention.

Working with Customer Experience, Pricing, Sales and Ops, you’ll ensure customers see value in Zappy’s shipping platform across New Zealand and Australia. This is a fast‑moving role with growth potential in a dynamic logistics tech company.

Qualifications

• 2–4 years of experience in Account Management or Customer Success or B2B sales.
• Experience managing a portfolio of business customers.
• Strong communication and relationship-building skills.
• Comfort discussing pricing, service levels and account growth.

Responsibilities

• Manage and develop a portfolio of existing business customers.
• Build strong, trusted relationships with key customer contacts.
• Conduct regular customer check-ins and account reviews.
• Understand customers’ businesses, shipping requirements and growth plans.
• Identify opportunities to grow shipping volume and expand the services customers use.
• Proactively identify and manage accounts at risk of reducing volume or leaving.
• Work with the Pricing team on rate reviews and commercial opportunities.
• Introduce relevant courier, freight, international and other Zappy solutions based on customer needs.
• Analyse customer activity and account performance to identify trends and opportunities.
• Coordinate with Customer Experience and Operations teams to resolve recurring or higher-level customer issues.
• Maintain accurate account information, activities and follow-ups.
• Contribute to customer retention, account growth and revenue targets.

Skills

Account management

Customer relationship

B2B sales

Communication

English

CRM

Tools

CRM (Salesforce)

Job description

Zappy is seeking an Account Manager – Customer Growth & Retention to nurture and grow a portfolio of existing customers in Auckland. You’ll build strong relationships, understand client needs, and identify opportunities to increase engagement and retention.

Working with Customer Experience, Pricing, Sales and Ops, you’ll ensure customers see value in Zappy’s shipping platform across New Zealand and Australia. This is a fast‑moving role with growth potential in a dynamic logistics tech company.