Sr. Customer Success Manager — Drive Adoption & Retention

CGR Services; 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

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.