Customer Success Manager

We’re looking for a Customer Success Manager to join our team at Smartly, a fast-growing FinTech company. The successful candidate will be responsible for managing an assigned portfolio of customers, owning retention, adoption, and expansion outcomes, and building trusted relationships with key contacts within our accounts.

Requirements

• 3-5 years’ experience in customer success, account management, or relationship management within a SaaS or technology environment.
• Demonstrated experience managing a customer portfolio with retention and/or expansion accountability and consistent engagement cadence.
• Familiarity with payroll, HR technology, or SMB workforce software is desirable.
• Ability to monitor product usage, identify underutilisation, and engage customers with guidance and enablement that deepens adoption and demonstrates value.
• Understanding of SaaS expansion motions (cross-sell, upsell, volume growth) and the ability to identify and progress expansion opportunities within a portfolio.
• Strong interpersonal skills with the ability to build trust, conduct business reviews, and communicate effectively with a range of customer stakeholders.
• Comfort working in CRM platforms (e.g., HubSpot), maintaining clean account records, and using health and adoption data to prioritise actions and report outcomes.
• Ability to work across teams, including Sales, Activation, Product, and Service Operations, to resolve customer issues and ensure seamless lifecycle transitions.
• Relevant tertiary qualification in Business, Commerce, Communications, or related discipline.

Benefits

• Attractive salary & commission scheme
• Great employee benefits including Health and Life Insurance
• Flexible working – work from home up to two days a week
• Conveniently located right next to the Lower Hutt shopping mall
• Awesome company-wide culture