Customer Success Manager

AskNicely; Auckland; On-site; NZD 70,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Annual leave + Nice Days

Remote work

Parental leave

Learning & development stipend

Job summary

AskNicely is an AI-powered customer experience platform designed for multi-location service businesses. The Customer Success team helps customers maximize product value by understanding strategy, goals and technical landscapes to deliver measurable outcomes.

You will partner with cross-functional teams to drive adoption, retention, and expansion while guiding customers through program design and best practices. A remote-friendly SaaS environment supports flexible work arrangements.

Qualifications

• 2+ years in Customer Success, Customer Support, or CX Consulting in SaaS/Enterprise Software.
• Proven ability to diagnose customer needs and design program strategies.
• Forecasting account health and renewal risks with structured recovery plans.
• Strong written and verbal communication up to C-level audiences.
• Adaptive with a customer-first mindset in a fast-paced environment.

Responsibilities

• Act as trusted advisor to executives and key stakeholders in meetings and reviews.
• Provide CX thought leadership on program design and survey practices.
• Create detailed Success Plans with ROI metrics and adoption benchmarks.
• Monitor health scores and usage data to identify churn risks and plan de-escalation.
• Collaborate with Engineers, Support and Product to grow champions and resolve issues.
• Drive net revenue retention through upsell, cross-sell and renewals opportunities.

Skills

Customer Success

Strategic Advisory

Forecasting

Executive Communication

Agility & CX Focus

Job description

Customer experience is the key to growth, but other customer experience management platforms ignore that customer-facing teams often hold that key. They’re the people who can take feedback from customers and take immediate action to create change.

At AskNicely, we believe great experiences start with clarity and recognition. That’s why we built a platform focused on uncovering powerful insights, taking action, and motivating teams to deliver their best.

Trusted by over 1,000 service businesses and backed by top investors, AskNicely is on a mission to grow people-powered businesses everywhere.

AskNicely is an AI-powered customer experience platform built for multi-location service businesses. It captures real-time customer sentiment and proactively turns that into actions that grow reputation and attracts and retains customers.

What differentiates AskNicely?

• Real-time, actionable insights through AI
• Instantly analyzes customer sentiment (surveys, reviews and more) to provide actionable insights to all levels of the organization.
• Identify issues and fix them immediately. Instantaneously reward positive behavior.
• Built for multi-location, service businesses, not data analysts
• Real-time, actionable insights for everyone: from the head office to the branch to the individual customer-facing employees.
• Manage customer feedback and reviews to reduce churn, improve reviews and grow referrals.
• Designed to deliver growth through exceptional customer experiences
• Insights and action from AI. An unparalleled customer success team to help you drive culture change.
• More than spreadsheets and reports - actions to improve customer experience and drive culture change at the point of service delivery.
• Free optional health insurance through Southern Cross
• Accrue up to 4 weeks annual leave - plus an 5 extra "Nice Days" per year
• Flexible, remote work environment
• 8 Weeks Paid Parental Leave
• Yearly Learning and Development reimbursement stipend

If, like us, you put a lot of value in culture, lifestyle and opportunity as well as benefits, you'll like what's on offer here ( watch this ).

Lot’s people ask about the culture at AskNicely. There are three non-negotiables to what we call “living in the purple”:

• Be NICE : We believe a great business can be built by nice people that are nice to each other.
• Play to WIN : Bring your "A" game. We have high standards but favor speed over perfection.
• Love your FEEDBACK: Get feedback to improve your game and give feedback generously to help others improve theirs.

What You'll Do

The Customer Success team empowers customers to achieve maximum value from our products. We manage customer relationships and understand their strategy, business goals and technical landscapes to deliver measurable outcomes, driving adoption of AskNicely products and services in a scalable and replicable fashion.

• Strategic Account Leadership & Advisory: Act as a trusted advisor to C-level executives and key stakeholders, running impactful meetings and Executive Business Reviews (EBRs) while co-developing strategic account plans with Sales to maximize customer investment and drive value.
• Serve as a CX Thought Leader: Act as a strategic consultant and subject matter expert on Customer Experience (CX) methodology, guiding clients on program design, survey best practices, and action-planning frameworks
• Value Realization & Success Planning: Create and execute detailed Success Plans with clear use cases, ROI metrics, and success benchmarks to accelerate time-to-value and ensure long-term product adoption.
• Portfolio Health, Risk Management & Retention: Continuously monitor Health Scores, adoption metrics, and usage data to proactively spot churn risks, resolve account bottlenecks, and build targeted de-escalation plans.
• Cross-Functional Collaboration & Advocacy: Partner with Engineers, Customer Support and Product teams to develop champions, resolve complex account issues, and cultivate satisfied customers into brand advocates.
• Commercial Growth & Expansion: Drive net revenue retention by identifying upsell, cross-sell and renewal opportunities, leveraging expertise and collaboration.

Who You Are

• Professional Experience & SaaS Foundation: 2+ years in Customer Success, Customer Support, or CX Consulting within the SaaS/Enterprise Software industry, or equivalent practical experience.
• Strategic Advisory & CX Focus: Proven ability to quickly diagnose customer needs, ownership mindset, and experience designing program strategies that drive operational excellence and business transformation.
• Commercial Risk & Forecasting: Track record of accurately forecasting account health, identifying churn risks early, and executing structured recovery plans to protect retention.
• Executive Communication & Storytelling: Outstanding listening, written, and presentation skills, able to bridge technical and business concepts seamlessly for diverse audiences up to C-level executives.
• Agility & Customer-First Mindset: Highly adaptable with a passion for exceptional customer experiences, capable of balancing competing priorities in a fast-paced environment while collaborating cross-functionally.

Studies have shown that, while men will typically apply to a role when they have 60% of listed qualifications, women and marginalized communities tend to only apply when they meet 100% of the listed qualifications. Upholding marginalized communities is central to our core at AskNicely, so we encourage you to apply, even if you don't meet 100% of listed criteria.