Strategic Customer Success Manager — Growth & Renewals

IDT Limited; Whau; On-site; NZD 80,000 - 120,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Job description

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.