Customer Success Manager

IDT Limited; Whau; Presencial; NZD 80 000 - 120 000; Tempo integral

Resumo da oferta

biotime is seeking a Customer Success Manager to be the named contact for existing customers after live deployment and UAT completion. You will advocate for customers across their lifecycle, ensuring they realize value, stay confident in biotime, and manage issues proactively.

The role covers a portfolio of around 400 customers with a tiered engagement approach, focusing on the top 20% for strategic management.

Qualificações

• Experience managing ongoing customer relationships in a subscription or recurring-revenue business.
• Comfortable reading account data (usage, support history, billing) to assess risk.
• Confident in discussing problems and contract terms, including renewal and pricing.

Responsabilidades

• Own a portfolio of existing customer accounts as the named contact after live project and UAT completion.
• Run regular check-ins sized to account size and risk.
• Advocate for the customer inside biotime and maintain live view of account health.
• Identify at-risk accounts early and follow a defined save process.
• Spot expansion opportunities and support renewal conversations ahead of contract end dates.
• Collaborate with Support on high-ticket accounts to avoid escalations.
• Feed customer/market signals back into Product and Sales.

Descrição da oferta de emprego

biotime is creating a Customer Success Manager role to give existing customers a named, accountable point of contact once a project is live and customer User Acceptance Testing is complete. The Customer Success Manager (CSM) is biotime's customer advocate throughout the customer lifecycle. The role ensures customers realise value from biotime, remain confident in biotime, have issues actively managed, and have a clear path to improving their workforce and pre-payroll processes. The CSM will establish a consistent customer engagement program across approximately 400 customers using a tiered model, with the top 20% managed strategically.

Key responsibilities

Own a portfolio of existing customer accounts as the named point of contact once a project is live and customer User Acceptance Testing is complete

Run a regular cadence of check-ins with each account, scaled to account size and risk level rather than a flat schedule

Act as the customer's advocate inside this business

Maintain a live view of account health across the portfolio

Identify at-risk accounts early and run a defined save process rather than reactive

Spot opportunities for accounts to expand their use of our products

Support renewal conversations ahead of contract end dates

Work with Support on accounts with a high or recurring ticket load, so escalation doesn't rely on the customer complaining loudly enough

Feed customer and market signal back into Product and Sales

About you

Experience managing ongoing customer relationships in a subscription or recurring-revenue business, ideally in software serving operational or frontline businesses rather than pure enterprise software

Comfortable reading account data (usage, support history, billing) to form a judgement on risk, not just relying on the customer to raise concerns

Confident having direct conversations about problems and contract terms, including renewal and pricing conversations, without needing Sales in the room

Strong practical understanding of time capture and attendance processes

Able to work across teams that don't report to them — Support, Projects, Product, Sales — and get things actioned through influence rather than authority

Organised, curious, and servant-led

Excellent listener with strong communication skills

Commercially aware and accountable

Reliable, patient, and empathetic

Calm and credible during escalations

Follows through on commitments and timelines

Experienced in proactive customer lifecycle management, health, engagement, adoption, retention and value realisation

Builds trusted operational, technical, commercial and executive relationships

Can structure root cause analysis from issue through root cause, impact, corrective/preventative action, ownership and communication

Understands the commercial relationship and works with Finance/Sales on renewals and opportunities

Uses customer data, health indicators, service information and CRM discipline to manage proactively

Clear, concise and confident in written, verbal and executive communication

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Which of the following statements best describes your right to work in New Zealand?
• How many years' experience do you have as a Customer Success Manager?
• How would you rate your English language skills?
• Do you have customer service experience?

What can I earn as a Customer Success Manager