Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing a high-volume book of strategic accounts to drive retention and product adoption for product sellers with an accent on consultative relationships and ROI realization. Focus on reducing churn, conducting QBRs, and leveraging AI-enabled tools to scale customer success playbooks.

Location: Hybrid (Auckland, NZ)

Company

Global software company providing inventory management solutions for modern-day product sellers.

What you will do

• Manage a book of 450 strategic accounts, focusing on retention, product adoption, and long-term success.
• Conduct daily customer calls and QBRs using AI-enabled tools and tech-touch playbooks.
• Identify recurring challenges to build scalable solutions and customer success frameworks.
• Value-sell products throughout the lifecycle, reinforcing ROI and client investment.
• Track customer health, identify risks early, and implement mitigation strategies.
• Collaborate cross-functionally with Sales, Product, and Support to advocate for customer needs.

Requirements

• 5+ years of experience in customer-facing roles, ideally within high-velocity SaaS CSM or Account Management.
• Experience working with supply chain, manufacturing, commerce, or retail customers.
• Proven track record in client retention and strategic account management.
• Proficiency with Salesforce, ChurnZero, Gong, and AI productivity tools.
• Ability to analyze usage patterns, KPIs, and business impact.
• Bachelor’s degree or equivalent practical experience.

Culture & Benefits

• Hybrid work environment with 3 days WFH per week.
• Option to work fully remote from anywhere for 30 days every six months.
• Paid birthday off and a company-wide Global Wellness Day.
• Fully paid health insurance.
• Monthly Social Fridays with food and drinks.
• Modern office in Grafton with gaming facilities including a pool table and PS5.