Customer Success Manager

AskYourTeam Ltd; Hastings; Vor Ort; NZD 90.000 - 120.000; Vollzeit

Benefits dieser Stelle

Health insurance

Competitive salary with incentives

Growth opportunities

Zusammenfassung

AskYourTeam Ltd in Hastings, NZ helps leaders listen to their people and communities, then act on what matters most. As a Customer Success Manager you will manage a portfolio of private and public sector customers, from onboarding to renewal, working closely with Sales, Product and Marketing to ensure customers achieve their desired outcomes.

You’ll focus on proactive account health, build Success Plans, run regular reviews, and identify opportunities for expansion while nurturing executive

Qualifikationen

• 3+ years in Customer Success or related role, preferably in B2B SaaS.
• Strong relationship-building with senior stakeholders.
• Experience driving renewal and expansion discussions.

Aufgaben

• Own the relationship with your customers, from onboarding through to adoption, renewal and account growth
• Earn the trust of senior leaders and executive sponsors, by understanding what they're really trying to achieve and not just what they asked for
• Build Success Plans with customers, and run regular reviews that show progress and agree what's next
• Monitor customer health and act early when engagement, adoption or sentiment changes
• Lead renewal conversations and meet agreed retention targets, bringing in Sales or senior leadership where needed
• Spot opportunities for additional products and services, focused on what adds value for the customer
• Recognise when a customer needs deeper analysis or facilitated workshops, and refer them to our independent partner consultants
• Train managers and users so they can use the platform confidently on their own
• Bring customer feedback to Product and Technology, and help fix the root causes of recurring issues, not just the symptoms
• Help shape how Customer Success works here, including playbooks, processes and resources

Kenntnisse

Customer Success

Account Management

Consulting

Relationship Building

B2B SaaS

Data-driven

CRM tools

Tools

HubSpot

CRM software

Analytics tools

Jobbeschreibung

Founded in Aotearoa NZ in 2014, AskYourTeam helps leaders listen to their people, customers and communities, then act on what matters most.

Now, more than 200 organisations and governments across New Zealand and Australia use our platforms. VOICE captures and analyses feedback from staff and stakeholders. CODA, our decision intelligence platform, is designed to help councils understand what their community wants, not just the loudest voices.

About the role

Our customers don't buy AskYourTeam to run surveys. They buy it to make better decisions. Your job is to work hand in hand with industry leaders to make sure they succeed.

You'll look after a portfolio of private and public sector customers, from their first login and platform training through to renewal and beyond. You'll report to our Manager, Customer Success, and work closely with Sales, Product and Marketing.

Routine support is self-service and automated, so you won't spend your days in a ticket queue. Most of your time will go into proactively working out what success looks like for each customer and helping them get there. Where there's a genuine need, you'll grow the relationship and articulate the AskYourTeam value. Where there isn't, you won't force it.

A heads-up on what it's like here.

We're a small, growing team, which means:

• Not everything has a process yet, some of it you'll write.
• Priorities shift sometimes.
• You won't always get a tidy brief. You'll be trusted to work out what good looks like and to check in when it matters. But you will always get support from everyone in the company to support our customers.
• Everyone pitches in. Getting the right thing done matters more than whose job it was.

If that sounds unsettling, that's completely fine. If it sounds like room for you to move and grow, we'd love to hear from you.

What you'll do

• Own the relationship with your customers, from onboarding through to adoption, renewal and account growth
• Earn the trust of senior leaders and executive sponsors, by understanding what they're really trying to achieve and not just what they asked for
• Build Success Plans with customers, and run regular reviews that show progress and agree what's next
• Monitor customer health and act early when engagement, adoption or sentiment changes
• Lead renewal conversations and meet agreed retention targets, bringing in Sales or senior leadership where needed
• Spot opportunities for additional products and services, focused on what adds value for the customer
• Recognise when a customer needs deeper analysis or facilitated workshops, and refer them to our independent partner consultants
• Train managers and users so they can use the platform confidently on their own
• Bring customer feedback to Product and Technology, and help fix the root causes of recurring issues, not just the symptoms
• Help shape how Customer Success works here, including playbooks, processes and resources

What you'll bring

• 3+ years in Customer Success, Account Management, Consulting or a similar customer-facing role, ideally in B2B SaaS or professional services
• Confidence building relationships with senior leaders and executives, including when the conversation is a hard one
• Commercial awareness and experience leading value-based renewal and expansion conversations
• A clear understanding of the customer lifecycle, from onboarding to renewal
• Strong presentation, facilitation and communication skills
• Comfort with data: you can read it, sport a risk and act on it before it becomes a problem
• Confidence using (and a curiosity for) CRM, AI, automation and other digital tools

Nice to have, but not required:

• Working knowledge of local government, the public sector or employee experience
• Experience with HubSpot

How you work

• You work out what matters, then get on with it. If there's no obvious answer, we trust that you'll make a sensible call and adjust as you learn.
• You make the people around you better. You share what you know, ask for help early, and give credit freely.
• You follow through. When you say you'll do something, it gets done, or you tell people early if it won't.
• You hold your views with confidence, but not too tightly. You'll push back when something isn't right and change your mind when someone shows you something better.
• You genuinely care for customers. We all do, and that's why you'll belong here.

If you tick most of these boxes, but not all, we'd still like to hear from you! We're on an exciting path to growth and we're keen to bring great people along with us.

What we offer

• Competitive comp package including base salary, incentive bonuses, and health insurance.
• A small, focused, team of people who care a great deal about improving the lives of our customers and our communities.
• The chance to shape a key Customer Success function as it moves from reactive support to a proactive, strategic partnership