Customer Success Manager (AU/NZ)

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    "description": "<p><span style=\"font-size: 14pt; font-weight: bold\">What is the purpose of the Customer Success Manager role?</span></p>\n<p>The Customer Success Manager ensures customers and partners get real value from Mosaiq, Snapper’s transit intelligence platform.</p>\n<p><br></p>\n<p>This role focuses on customer satisfaction, retention, and long-term success, supporting customers from onboarding through the full lifecycle. You’ll work closely with the Head of Customer Success to create a consistent, high-quality experience, helping customers use Mosaiq to better understand and improve public transport network performance.</p>\n<p><br></p>\n<ul>\n<li><span style=\"color: rgb(186, 55, 42)\">The Customer Success Manager reports to the Head of Customer Success (UK) and has no direct reports.</span></li>\n<li><span style=\"color: rgb(186, 55, 42)\">You’ll work closely with customers and partners, as well as internal teams across NZ and the UK including Sales, Product, Technical, UX, and Design.</span></li>\n<li><span style=\"color: rgb(186, 55, 42)\">This role is based in Wellington, New Zealand.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">What success looks like in this role</span></p>\n<p>You are the voice of the customer, ensuring their needs directly inform how Mosaiq evolves. If you’re doing well as the Customer Success Manager, you’ll see :</p>\n<p><br></p>\n<ul>\n<li>Customers confidently onboarding and successfully using Mosaiq</li>\n</ul>\n<ul>\n<li>Strong, trusted relationships are built and being maintained across customer organisations</li>\n</ul>\n<ul>\n<li>High levels of customer satisfaction, engagement, and product adoption are reliable outcomes</li>\n</ul>\n<ul>\n<li>Customer needs, insights, and feedback are clearly captured and regularly shared internally</li>\n</ul>\n<ul>\n<li>Customer risks are being identified early and managed proactively to support retention</li>\n</ul>\n<ul>\n<li>Customers seeing continuous and sustainable value from Mosaiq</li>\n</ul>\n<ul>\n<li>Insights from customers contributing to product and service improvements</li>\n</ul>\n<ul>\n<li>Processes are improving to support a scalable and consistent customer experience</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">What does the Customer Success Manager do?</span></p>\n<p>As part of the Customer Success team, you will be centrally involved with :</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Onboarding &amp; Implementation</span></p>\n<ul>\n<li>Guide new customers and partners through onboarding</li>\n</ul>\n<ul>\n<li>Support setup and implementation to ensure a smooth transition onto Mosaiq</li>\n</ul>\n<ul>\n<li>Understand customer goals and align platform use to their needs</li>\n</ul>\n<p><span style=\"font-weight: bold\">Training &amp; Enablement</span></p>\n<ul>\n<li>Deliver training sessions, workshops, and resources</li>\n</ul>\n<ul>\n<li>Support customers in understanding how to use Mosaiq effectively</li>\n</ul>\n<ul>\n<li>Tailor education to different users and organisational needs</li>\n</ul>\n<p><span style=\"font-weight: bold\">Customer Relationship Management</span></p>\n<ul>\n<li>Act as a key point of contact for customers and partners</li>\n</ul>\n<ul>\n<li>Build strong, proactive relationships and maintain regular engagement</li>\n</ul>\n<ul>\n<li>Support partners in managing their customer relationships</li>\n</ul>\n<p><span style=\"font-weight: bold\">Customer Advocacy</span></p>\n<ul>\n<li>Represent the customer internally, ensuring feedback is understood and actioned</li>\n</ul>\n<ul>\n<li>Champion product improvements and customer-led insights across teams</li>\n</ul>\n<p><span style=\"font-weight: bold\">Retention &amp; Growth</span></p>\n<ul>\n<li>Monitor customer health and engagement</li>\n</ul>\n<ul>\n<li>Identify and address risks early to support retention</li>\n</ul>\n<ul>\n<li>Support renewals and identify opportunities for upsell or expansion</li>\n</ul>\n<p><span style=\"font-weight: bold\">Insights &amp; Reporting</span></p>\n<ul>\n<li>Gather and share customer feedback, needs, and challenges</li>\n</ul>\n<ul>\n<li>Track key customer success metrics (e.g. satisfaction, retention, engagement)</li>\n</ul>\n<ul>\n<li>Contribute insights to product, marketing, and commercial strategy</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">What will help you succeed in this role?</span></p>\n<ul>\n<li>Proven experience in Customer Success, Account Management, Implementation, or similar customer-facing roles</li>\n<li>Experience in SaaS, platform, or complex service environments preferred</li>\n</ul>\n<ul>\n<li>Strong relationship management skills with the ability to engage diverse stakeholders</li>\n</ul>\n<ul>\n<li>A proactive, structured, and organised approach to managing customers</li>\n</ul>\n<ul>\n<li>Strong communication skills and a collaborative working style</li>\n</ul>\n<ul>\n<li>Ability to understand customer needs and translate them into practical solutions</li>\n</ul>\n<ul>\n<li>A focus on adoption, value delivery, and long-term customer success</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">We want you to do well at Snapper</span></p>\n<p>You will act as the voice of the customer within Snapper<span style=\"font-weight: bold\">,</span> ensuring customer needs are embedded in how we design, deliver, and improve Mosaiq. To customers, you will be a trusted partner helping them understand and maximise the value of the platform, and ensuring they experience consistent, high-quality engagement throughout their journey.</p>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">What it means to work at Snapper</span></p>\n<p>We’re proud of the work we do and the impact it has enabling and creating excellent public transit experiences and contributing to a more sustainable world. </p>\n<p>We anchor on five core values in our work and interactions at Snapper.</p>\n<ul>\n<li><span style=\"font-weight: bold\">Being Resilient.</span> Using a positive mindset to handle change</li>\n<li><span style=\"font-weight: bold\">Acting with Integrity.</span> Being open and honest with each other. Fostering a safe space for the sharing of our thoughts and ideas.</li>\n<li><span style=\"font-weight: bold\">An Innovative outlook. </span>Looking at problems through as many lenses as we can. Applying it to people, processes, personal development, etc; not just code. We expect this as individuals and collectively.</li>\n<li><span style=\"font-weight: bold\">Collaborating.</span> Anything of value happens through a team. No one person has all of the skills to solve our customers' problems. We’re inclusive and open to all voices.</li>\n<li><span style=\"font-weight: bold\">Building Excellence.</span> Not to be confused with perfection. Making sure measures are clear and fit for purpose. And celebrating it as we go.</li>\n</ul>\n<p><br></p>\n<p>To be excellent in our team we absolutely want your individual style and contribution, and your strongest version of these attributes/mindset : </p>\n<ul>\n<li><span style=\"font-weight: bold\">Approachable and open-minded </span>who engages with peers works closely with Snapper staff of all roles and technical abilities. </li>\n<li><span style=\"font-weight: bold\">Practical and pragmatic approach</span> to solutions, if you think something could be done in a better way put your hand up. At Snapper we value people’s voices and ideas being heard. </li>\n<li><span style=\"font-weight: bold\">Ability to work autonomously</span>. We are a tight team and we move fast, you will want to develop your own progress and solutions ahead of the next catch-up, collaboration or standup. </li>\n<li><span style=\"font-weight: bold\">A positive mindset</span> and ability to see the opportunity in adversity and diversity of approach</li>\n</ul>\n<p> </p>\n<p> </p>",
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