Customer Success Manager

Aotearoa New Zealand Association of Social Workers; Auckland; On-site; NZD 85,000 - 120,000; Full time

Job summary

Afterburner, a New Zealand-based AI automation platform for financial advisers, is seeking a Customer Success Manager to guide new customers from onboarding to value realization.

You will own the post-sale experience end-to-end, including onboarding calls, retention, upsell conversations, and ongoing support. You’ll work directly with the founders and product team to shape growth and customer success.

Qualifications

• 2+ years in a Customer Success, Account Management, or similar client-facing SaaS role.
• Strong communication skills with ability to explain concepts clearly.
• Comfort working in a fast-moving startup where the playbook is still being written.

Responsibilities

• Lead onboarding sessions for new customers and ensure they are set up on the platform.
• Build and maintain relationships with a portfolio of financial adviser clients in NZ.
• Monitor customer health metrics and act to prevent churn.
• Conduct regular check-ins, QBRs, and training to drive product adoption.
• Represent the voice of the customer to the product team with feedback and requests.
• Identify and close expansion revenue opportunities within the customer base.
• Create and refine onboarding playbooks, help docs, and success frameworks.

Skills

Customer Success

Account Management

SaaS

Communication

Tools

HubSpot

Salesforce

Job description

Afterburner is a New Zealand-based AI automation platform built exclusively for financial advisers. We eliminate the repetitive, time-draining admin that clogs advisory workflows — compliance documentation, client communications, reporting — so advisers can spend more time where it counts: with their clients.

We're built by advisers for advisers, growing fast, and looking for people who want to make a genuine dent in an industry that's ready for change.

The role

We're looking for a Customer Success Manager to be the warm, knowledgeable guide our new customers need as they onboard onto the Afterburner platform. You'll ensure every adviser who signs up gets to value quickly — and stays there.

This is a hands-on, relationship-first role with a commercial edge. You'll own the post-sale experience end-to-end: from day-one onboarding calls through to retention, upsell conversations, and everything in between.

You'll work directly alongside our founders and product team, making this a rare opportunity to genuinely shape how we grow.

What you’ll be doing

Lead personalised onboarding sessions for new customers, ensuring they’re set up and confident on the platform

Build and maintain strong relationships with a portfolio of financial adviser clients across NZ

Monitor customer health metrics, proactively identifying at-risk accounts and taking action before churn happens

Run regular check-ins, QBRs, and training sessions to drive ongoing product adoption

Act as the voice of the customer internally — feeding product feedback, feature requests, and pain points directly to the team

Identify and close expansion revenue opportunities within your customer base

Build and iterate on onboarding playbooks, help documentation, and success frameworks as we scale

Collaborate with sales on handover processes to ensure a seamless new customer experience.

About you

We care more about how you think and how you treat customers than where you’ve worked. That said, you’ll likely bring:

2+ years in a Customer Success, Account Management, or similar client-facing SaaS role

A genuine love for helping people — you get energy from seeing customers succeed

Strong communication skills — you can explain complex concepts simply, over video or in writing

Comfort working in a fast-moving startup where the playbook is still being written

High attention to detail and solid organisational skills to manage a book of customers simultaneously

Experience with CRM tools (HubSpot, Salesforce or similar)

Bonus: background or exposure to financial services, fintech, or regulated industries.

Ready to put your career in hyperdrive?

If this sounds like you, and you believe you have the personality and experience to make a genuine difference — we’d love to hear from you.