Customer Success Manager

Summary

Join our team as a passionate Customer Success Manager and lead engagement with clients using our Te Ao Māori for Professionals (TAMP) product. You will drive client success, achieve revenue targets, and contribute to customer growth and retention. Working closely with the Head of Professionals and Sales Lead, you will execute sales strategies while promoting te reo Māori and mātauranga Māori. This role offers significant impact on professionals across Aotearoa New Zealand, providing support on their cultural competency journey. You'll receive the freedom, support, and resources to develop your skills and advance your career. We offer remote and flexible work arrangements, along with various benefits to support your well-being and professional growth.

Requirements

• Demonstrated proficiency in te reo Māori at an intermediate level, with a strong understanding of mātauranga Māori
• Experience facilitating short foundational wānanga and engaging diverse audiences
• Proven ability to contribute to the development and review of high-quality content
• Strong understanding of the competitive landscape, with experience conducting competitor reviews and providing actionable insights to product and content teams
• Effective communication skills to relay local requirements and feedback to Product and Content Teams via appropriate channels
• Experience building professional networks and maintaining positive relationships with key stakeholders in organisations and associations
• Proven ability to represent an organisation at events and conferences, promoting its brand and services effectively
• Experience leading, mentoring and supporting the professional growth of a Customer Success or similar team
• Strong business acumen and the ability to align team efforts with organisational goals

Responsibilities

• Drive product adoption and ensure customers are effectively utilising solutions to meet their objectives and derive maximum value
• Actively manage customer relationships by providing ongoing support and engagement, helping customers realise the benefits of their subscriptions to preserve and grow revenue
• Proactively manage account renewals, meeting renewal targets by extending subscription durations and working with internal stakeholders to secure long-term commitments
• Oversee invoicing and subscription management processes, ensuring accuracy and timely handling of customer accounts
• Plan and conduct tailored workshops and events that address specific customer needs, fostering stronger relationships and engagement
• Ensure all customers are enrolled on time and maintain accurate, up-to-date client contact and account details
• Deliver exceptional, platinum-level support and care by anticipating client needs and resolving issues proactively
• Collaborate with and support team members by sharing expertise, assisting with professional development and contributing to team objectives
• Meet or exceed renewal revenue targets by securing renewals from assigned portfolios
• Identify and capitalise on opportunities for expanding our platforms adoption and functionality within portfolio accounts
• Leverage health metrics and data to proactively identify clients at risk of reduced engagement or churn, developing targeted strategies to address concerns
• Coordinate with Solution Consultants, Business Development Managers and other internal teams to address specific client needs, mitigate risks and secure renewals

Benefits

• As our team is based globally, we offer both remote and flexible working arrangements
• For our remote workers, a communication allowance towards your monthly internet or phone charges and $1000 towards setting up your home office
• Three extra days of annual leave during our end of year shut down period, parental leave top ups and a community service day
• Wellness allowance to use on anything to support your mental and physical wellness
• EAP with unlimited sessions
• Employee Equity Bonus Plan
• Employee referral program - $2000 when you refer a new team member
• Ongoing professional development, including opportunities to develop your career into other areas of our business and access to EPs Learning Hub
• EP support groups - Mana Wahine, DEI, Environmental Impact and Wellness Committees
• The opportunity to work within a growing global business with Diversity Works accreditation, Carbon Net Zero BCorp status, Digital Promise certification, and an unwavering commitment to our mission, people, and community