Drive Success Through Customer Relationships

**Drive Success Through Customer Relationships**

• We're seeking a highly skilled and driven individual to join our team as a Customer Success Manager.

1. Customer Onboarding: Develop and execute comprehensive onboarding plans to ensure customers achieve their goals quickly.
2. Rhythm of Business: Lead quarterly check-ins that align product usage with business outcomes, driving growth and revenue.
3. Account Protection and Growth: Identify potential risks, develop proactive strategies, and own account expansions to drive revenue growth.
4. Insight-Driven Decision Making: Analyze customer feedback to inform product development and marketing strategies, ensuring alignment with business objectives.
5. Operational Efficiency: Maintain accurate health metrics, notes, and forecasts, providing real-time visibility into customer success.
6. Customer Journey Enhancement: Champion playbooks and continuously improve the customer experience through data-driven insights and best practices.
7. Relationship Building: Foster strong relationships with CMOs, Heads of Marketing, founders, and marketers, facilitating effective communication and collaboration.

• 2–4+ years in Customer Success / Account Management (B2B SaaS or adjacent).
• Commercial acumen, including GRR/NRR, negotiation, and forecasting skills, with a bias towards measurable outcomes.
• Brand and marketing fluency, understanding the value of brand building and how to measure its impact.
• Data literacy and product curiosity, comfortable guiding conversations with dashboards and analytics.
• Excellent written and verbal communication skills across executive, user, and technical audiences.
• Familiarity with industry-standard tools, including Vitally, HubSpot, Subskribe, Notion, and Google Workspace.
• A culture of High Care + High Performance, characterized by kindness, organization, ambition, and teamwork.

• Portfolio achieves GRR/NRR targets with reliable, inspection-ready forecasts.
• Every account has a documented success plan and healthy adoption baseline.
• Clear expansion pipeline with repeatable motions aligned to ICP and segment.
• Customer insights inform roadmap, marketing narratives, and enablement.
• Playbooks improved through your contributions.

We're one of Australasia's fastest-growing startups, hand-picked a world-class team of kind, ambitious, generous, and smart humans. But don't take our word for it.

You'll be joining:

• The Mumbrella Marketing Company of the Year 2022.
• The HRD Employer of Choice under 200 Staff 2024.
• The NZ Hi Tech Awards, Emerging Company of the Year 2024.
• The AFR Best Place to Work Media and Marketing (4th place) 2024.

We work with over 600 epic brands across NZ, AU, USA, Canada, and UK, like David Jones, Tiffany & Co, frank body, Heaps Normal, Go-To-Skincare, Arnotts, MyFitnessPal, Bondi Sands, and more.

We aim to become the common language for measuring and communicating the value of brand building. We've built beautiful, always-on, radically affordable brand tracking – taking an old-school market research product and making it 10x easier to use and 10x more affordable.

We're a tight-knit, supportive, and ambitious team, driven to empower companies to use brand to drive success. Our culture thrives on complete transparency, trust, learning, and constant development and improvement.

• Competitive remuneration, reviewed annually, with a radically transparent compensation policy ensuring fair salaries across the team.
• Employee Share Option Program (ESOP), allowing everyone to share in the company's success.
• Progressive health and wellness benefits, including an annual wellness bonus, access to a premium EAP platform, and 6 weeks of paid annual leave.
• Generous parental benefits, including 12 weeks' paid parental leave for either caregiver, additional sick leave for IVF, and gradual return to work.
• A $1000 personal L&D budget for each employee, plus additional growth opportunities including mentorships, speaking engagements, and travel.
• Flexible working, with offices in Auckland, Sydney, London, and New York, offering a balanced approach to WFH/in-office work.
• An epic Tracksuit, reflecting our vibe, which is built for speed and comfort, fun and informal, and practical and ready for anything.
• We're committed to promoting a diverse and inclusive workplace – a place where we can each be ourselves and do the best work of our lives.