Senior Customer Success Manager

EROAD; Auckland; On-site; NZD 110,000 - 160,000; Full time

Job summary

EROAD is seeking a Senior Customer Success Manager to partner with high-value customers, ensuring measurable value from EROAD’s solutions. You will help drive adoption, retention and growth without direct people management responsibilities.

You will own customer relationships, coordinate with internal teams, and share insights to improve processes and products in a fast-paced growth environment.

Qualifications

• At least 3 years' experience in Customer Success, Customer Operations, or Service Management.
• Experience collaborating with technical and delivery teams to support product adoption and revenue growth.
• Understanding of Customer Delivery frameworks, processes and tools.
• Strong communication, stakeholder management, and problem-solving skills.
• Commercial acumen and data-driven decision making.
• A customer-obsessed mindset focused on outcomes and value.

Responsibilities

• Manage an assigned portfolio of customers, meeting SLAs, KPIs, and customer success measures including adoption, satisfaction, retention and value realization.
• Act as a subject matter expert on EROAD products and technology.
• Take ownership of customer issues, identify opportunities and risks, and coordinate with the wider team.
• Share insights from customers to improve processes, products and ways of working.
• Contribute to continuous improvement of Customer Success processes, playbooks and tools.
• Collaborate with Technical Account Managers, Sales, Customer Care, Product and other internal teams to deliver high-quality customer experiences.

Skills

Communication

Stakeholder management

Problem-solving

Data-driven decisions

Adaptability

Business acumen

Education

Bachelor's Degree

Job description

A career with EROAD offers the unique opportunity to work in a fast-growing organisation that is at the forefront of intelligent transport solutions - enhancing road safety, improving productivity, and reducing environmental impact. EROAD’s mission is to deliver intelligence you can trust, for a better world tomorrow.

We’re looking for a Senior Customer Success Manager to partner closely with our high value customers and ensure they achieve real, measurable value from EROAD’s solutions. This will involve sharing your knowledge, while at the same time improving quality and consistency across the team.

About the role

You will be responsible for delivering an exceptional customer experience and a high rate of retention and growth, within a significant and high value customer portfolio. Your experience will enable you to contribute to the overall strength and maturity of the EROAD team without people management responsibilities.

In this role you will:

• Manage an assigned portfolio of customers, meeting agreed SLAs, KPIs, and customer success measures, including adoption, satisfaction, retention, and value realisation.

• Act as a subject matter expert on EROAD products and technology.

• Take full ownership of customer issues, identify opportunities and risks, and co-ordinate with the wider team.

• Share insights and learnings from customers to improve processes, products and ways of working within the team.

• Contribute to the continuous improvement of Customer Success processes, playbooks and tools to support scalable, efficient, and repeatable delivery.

• Collaborate closely with Technical Account Managers, Sales, Customer Care. Product and other internal teams to deliver a high quality customer experience and training.

What you’ll bring

To be successful in this role you will have:

• At least 3 years' experience in Customer Success, Customer Operations, or Service Management

• Demonstrated experience working closely with technical and delivery teams to support product adoption, issue resolution, and revenue growth.

• An understanding of Customer Delivery frameworks, processes and tools.

• Strong communication, stakeholder management, and problem-solving skills

• Commercial acumen and experienced in using of data for decision making

• A Customer-obsessed mindset with a focus on outcomes and value

• Comfortable working in a fast-paced, growth environment

• Bachelor's Degree and/or 7+ years' experience in a customer facing capacity ( eg CSM, AM, Customer Operations or similar).

Why You’ll Love Working at EROAD

EROAD is a true Kiwi success story in the tech sector! Publicly listed since 2012, we’re represented on the NZX and ASX and continue to grow rapidly across New Zealand, Australia, the Philippines, and the USA.

At EROAD, we value diversity and are proud to be a multicultural organisation. We invest in our people through employee recognition programs, EAP offerings, and continuous learning opportunities.

Our people are at the heart of everything we do - we foster a culture of innovation, collaboration, and belonging where you can bring your ideas to life.

Join EROAD and be part of a purpose-driven organisation that’s shaping the future of connected transport - we can’t wait to hear from you.