Senior Customer Success Manager

ABOUT THE COMPANY
EROAD is a global fleet management technology company and a genuine Kiwi tech success story, listed on both the NZX and ASX and growing fast across New Zealand, Australia, the Philippines and the USA. As the team expands, we're looking for a Senior Customer Success Manager to own a portfolio of complex, high-value customer accounts.
WHAT YOU'LL DO
This role is about owning outcomes for a significant slice of our customer base.
You'll own a portfolio of around 100 complex, high-value accounts spanning large enterprise and enterprise segments, driving retention and churn outcomes as your primary measure of success.
You'll build and manage relationships with senior stakeholders, including CxO-level contacts, and work closely with Enterprise Account Managers and Technical Account Managers in a three-way account model.
You'll partner with technical and delivery teams to resolve issues, support adoption and realise value for customers, and you'll solve complex customer problems that go well beyond standard technical support.
WHAT YOU NEED
To thrive in this role, you'll bring a mix of portfolio experience, stakeholder confidence and technical comfort.
You'll have at least 3 years in a customer-facing role such as CSM, Account Manager, Customer Operations, Customer Service Manager or a product-aligned role, with a proven track record managing customer portfolios and delivering outcomes in complex, technology-enabled environments.
You're confident building relationships with senior stakeholders, including CxO-level contacts, and you bring genuine solution-oriented problem-solving skill that goes beyond high-end technical support.
You've worked closely with technical or delivery teams to support adoption and resolve issues
A background in the SaaS or technology industry is essential
You're comfortable working across CRM systems and Customer Success platforms or tools. Familiarity with customer delivery frameworks and processes is a bonus.
WHY JOIN
Here's what makes this role and EROAD worth your time.
You'll own a portfolio of complex, high-value enterprise accounts with real scope to shape customer outcomes
You'll be part of a high-growth, innovative technology company making a real difference across New Zealand, Australia, the Philippines and the USA, working alongside a talented and collaborative team.
We invest in our people through continuous learning, EAP support and AI tooling to help you grow.

Skills
Customer Success, CRM