_{31st January, 2025}

Our client is an NZ founded start-up that operates in the technology and AI space providing a solution for the Construction industry. 


Customer Success Manager
Role Overview Our client is seeking a proactive and customer-focused Customer Success Manager to drive engagement and satisfaction among their customers. This role is pivotal in ensuring clients gain maximum value from the company’s solutions by developing tailored success plans, fostering strong relationships, and advocating for customer needs internally. From initial onboarding through to contract renewal, the Customer Success Manager will guide customers through their journey, recognising evolving requirements and ensuring continued success.

Key Responsibilities

• Customer Onboarding & Adoption: Lead customers through a smooth onboarding process, ensuring they fully understand the platform’s capabilities and how to utilise them to meet their business objectives.
• Relationship Management: Build and maintain strong relationships with key stakeholders, gaining deep insight into their goals, challenges, and opportunities. Proactively identify ways the company's solutions can drive value for them.
• Account Management: Regularly engage with customers to assess satisfaction levels, identify growth opportunities, and address concerns. Work closely with sales and product teams to highlight opportunities for upselling or cross-selling solutions that align with customer needs.
• Performance Monitoring & Reporting: Track key customer success metrics, including satisfaction scores, adoption rates, and retention figures. Use data-driven insights to refine customer success strategies, improve engagement, and provide valuable feedback to internal teams.
• Customer Advocacy: Identify and cultivate customer advocates for testimonials, case studies, and referrals. Partner with the marketing team to leverage success stories and act as the voice of the customer to influence product enhancements and service improvements.
• Retention & Renewals: Drive customer retention by monitoring engagement metrics and identifying potential churn risks. Lead contract renewal efforts and collaborate with the sales team to explore expansion opportunities.
• Technical Support & Troubleshooting: Oversee camera performance, ensuring operational efficiency. Coordinate with customers and internal teams to manage installations and relocations when needed.
• Training & Support: Provide ongoing guidance and support to customers, empowering them to optimise their use of the company’s solutions while troubleshooting any issues that arise.

Key Requirements

• Legal right to live and work in Australia.
• Strong communication and interpersonal skills.
• Passion for customer success and a commitment to helping clients achieve their objectives.
• Desire for professional growth and development.
• A people-oriented approach, with a preference for face-to-face engagement.
• Problem-solving skills, adaptability, and a proactive mindset.
• Previous experience in customer success, account management, or a related field.

Core Competencies Our client values the following key competencies:

• Quality: A commitment to delivering excellence in both work and customer interactions.
• Communication: Clear, concise, and effective communication skills.
• Problem-Solving: The ability to think quickly, simplify complex situations, and provide solutions.
• Adaptability: Thrives in a fast-paced and evolving environment.
• Efficiency: Focuses on productivity and impact rather than just being busy.

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