Senior CSM: Enterprise Growth & Retention

EROAD Ltd; Auckland; On-site; NZD 110,000 - 150,000; Full time

Job summary

EROAD Ltd is seeking a Senior Customer Success Manager to partner with high-value customers and ensure they achieve measurable value from EROAD’s solutions. You will own a portfolio, drive adoption, retention and expansion, and act as the customer advocate across the organisation.

You’ll collaborate with Technical Account Managers, Sales, Care and Product teams to deliver a seamless, data-driven service. This role suits a proactive professional in a fast-growing tech company with a strong focus

Qualifications

• 3+ years in Customer Success, Operations, or Service Management.
• Experience working with technical and delivery teams to support product adoption.
• Knowledge of Customer Delivery frameworks and tools.
• Strong communication and problem-solving skills.
• Commercial acumen and data-enabled decision making.
• Customer-obsessed mindset focused on outcomes.
• Comfortable in a fast-paced growth environment.
• Bachelor's Degree or 7+ years in a customer-facing role.

Responsibilities

• Manage an assigned portfolio of customers, meeting SLAs and KPIs.
• Act as subject matter expert on EROAD products.
• Own customer issues and coordinate with the wider team.
• Share insights to improve processes and products.
• Contribute to continuous improvement of CS processes and tools.
• Collaborate with Technical Account Managers, Sales, Product, and Care.

Skills

Customer Success

Stakeholder management

Data-driven decision making

Problem solving

Cross-functional collaboration

Education

Bachelor's Degree

Job description

EROAD Ltd is seeking a Senior Customer Success Manager to partner with high-value customers and ensure they achieve measurable value from EROAD’s solutions. You will own a portfolio, drive adoption, retention and expansion, and act as the customer advocate across the organisation.

You’ll collaborate with Technical Account Managers, Sales, Care and Product teams to deliver a seamless, data-driven service. This role suits a proactive professional in a fast-growing tech company with a strong focus