Senior Customer Success Manager
Christchurch, Canterbury Region, New Zealand · Full Time
Be the first to apply
- Experience
- Any
- Salary
- —
- Openings
- 1
- Posted
- 3 weeks ago
- Work mode
- In office
- Resume
- Required to apply
Where you'll work
Sign in to tell us what does and doesn't work for you here — it sharpens every match we show you.
Job description
About TakeoffQS
TakeoffQS is a dynamic startup developing AI-driven residential estimation software, currently active with building companies in New Zealand and expanding rapidly into Australia. As we grow, we are seeking a Senior Customer Success Manager to take full ownership of our most valuable client accounts.
Role Overview
This position involves far more than being a mere contact point. Upon completion of sales handover, you will manage the entire lifecycle of your accounts—ensuring clients are fully onboarded, actively using the product, retained, and continuously grown. You will be accountable for targets, drive upselling opportunities (with potential commission negotiation), and contribute to developing our customer success function as we scale.
Key Responsibilities
- Manage onboarding, adoption, and comprehensive training for assigned accounts, including developing training resources such as guides, videos, playbooks, and in-app assistance.
- Lead efforts on contract renewals, client retention, and upselling.
- Monitor account health to proactively identify and address potential client churn risks.
- Conduct on-site training sessions at client and merchant locations throughout New Zealand.
- Leverage satisfied clients to create references and case studies.
- Develop and maintain customer success playbooks and tools to support future team members.
Candidate Profile
- Strong familiarity with the construction sector, ideally with experience in estimating, quantity surveying, or building materials.
- Commercially minded with a proactive approach to achieving and exceeding performance targets.
- Technically adept or confident in quickly gaining proficiency with AI tools, such as Claude Cowork and Codex, adapting to frequent product updates and changes.
- Highly self-motivated and comfortable working in a fast-paced, scaling startup environment that may at times be chaotic.
Work Culture
TakeoffQS operates at a fast and intense pace with a lean team focused on rapid growth. Team members are entrusted with ownership and decision-making authority over their work. We embrace a growth mindset with high acceptance of failure in the pursuit of success. Candidates should be prepared for a challenging yet rewarding workplace atmosphere.
Level
Senior