Senior Customer Success Manager

ABOUT THE COMPANY
EROAD is a New Zealand founded, publicly listed technology company that helps fleet operators run safer, more compliant and more efficient operations through an integrated hardware and software platform, and as it continues to grow across New Zealand, Australia and North America it's looking for a Senior Customer Success Manager to own a portfolio of complex, high-value New Zealand customers.
WHAT YOU'LL DO
You'll take ownership of a portfolio of complex, high-value customers and drive their success end to end.
Own adoption, retention, value realisation and growth across your portfolio
Work within a three-way account model alongside Enterprise Account Managers and Technical Account Managers
Partner closely with technical and delivery teams to resolve issues and support product adoption
Act as an informal mentor and role model within the Customer Success team, sharing knowledge with peers
Apply customer delivery frameworks and processes to guide outcomes for your customers
Report into the Customer Success Director, NZ
WHAT YOU NEED
Here's what we're looking for in the person who takes this on.
At least 3 years in a similar customer-facing role such as CSM, Account Manager, Customer Operations or Customer Service Manager, or product-aligned role
A proven track record managing customer portfolios and delivering outcomes in complex, technology-enabled environments
Experience working closely with technical or delivery teams to support adoption, issue resolution and value realisation
Experience informally coaching or mentoring peers or supporting knowledge-sharing, without formal people-management responsibility
A strong understanding of customer delivery frameworks, processes and tools
Comfortable working across CRM systems and Customer Success platforms and tools
Experience in the Technology or SaaS industry is a plus
WHY JOIN
This is a chance to be a senior practitioner with real influence, without the overhead of formal people management.
Own a portfolio of complex, high-value customers and shape how they realise value
Work as a senior voice within a three-way account model alongside Enterprise Account Managers and Technical Account Managers
Be recognised as an informal mentor and role model within the Customer Success team
Be part of a high-growth, innovative technology company making a real difference across New Zealand, Australia, the Philippines and the USA
Work alongside a talented and collaborative team
Access continuous learning, EAP support and AI tooling to help you grow
Enjoy a competitive salary and benefits package
THE DETAILS
Employment type: Permanent
Location: Albany
Work model: Hybrid (4 Days in Office, one day working remotely)
How to apply: Apply now with your CV and we'll be in touch