Remote CX Success Manager | AI-Powered Growth

AskNicely; Auckland; Hybrid; 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

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.