Customer Success Manager

• Renew and grow a set of customer accounts by proactively anticipating needs, recommending additional products and services and providing an excellent customer experience as measured by revenue retention and customer product usage;
• Increase overall client satisfaction with Diligent measured through Net Promoter Score;
• Provide a seamless and ‘best in class’ customer experience through all phases of the customer lifecycle - coordinating with the client implementation and project teams, administrative staff, IT Team, and users of the Diligent application/s;
• Collaborate internally to be the voice of the customer across other departments, including with the sales, expansion, services, marketing, finance, customer transactions and operations teams.
• Be heavily intertwined with the Expansion Sales team in spotting, qualifying and passing on expansion leads
• Facilitation alongside the Implementation team of Diligent’s products and modules with senior stakeholders to the client including C-Suite and Directors.
• Build and maintain strong direct client relationships with key stakeholders & retain those relationships.
• Seek out client advocacy related initiatives

• Own day-to-day relationships across a portfolio of key Martech clients
• Proactively monitor client health, identify risks, and ensure clients are consistently getting value from the platform
• Manage client onboarding, training, and product adoption to set new and existing clients up for success
• Be the primary point of contact for client queries and support requests, managing these with care and efficiency
• Support upsell conversations by understanding client needs and identifying opportunities to expand platform usage
• Develop deep working knowledge of the Storyteq platform
• Support clients through system enhancements and help them navigate new features and workflows
• Understand client content production processes and agency workflows to provide practical, relevant guidance
• Collaborate closely with the wider Storyteq APAC team on delivery, escalations, and product feedback
• Engage with Storyteq colleagues across our global offices - some flexibility with hours is required to accommodate occasional cross-timezone calls
• Maintain accurate records of client interactions and activity in HubSpot
• Contribute to client health reporting and feed into the voice of customer programme

• play a vital part in accelerating the growth of accounting and bookkeeping partners across New Zealand
• act as a trusted advisor, helping firms realise the full value of the Xero ecosystem by providing the strategy and education they need to increase their revenue and better support their small business clients
• combat churn and identify opportunities for plan upgrades to ensure partners and their clients have the best technology
• develop and execute territory plans to increase adoption of Business Edition plans and connected payment services
• plan and host events designed to educate partners on mechanics and benefits of the Xero Partner programme
• deepen online strategies within practices to increase active users and influence adoption of adjacent products
• use Salesforce to manage relationship health and identify potential risk areas for early mitigation

Partner Success Manager

• Supporting the execution and ongoing management of loyalty and customer engagement programmes
• Translating programme requirements into clear operational guidance for stores and support teams
• Triage and management of store and Customer Service Centre enquiries and escalations through to resolution
• Maintaining accurate operational documentation, processes, and supporting materials
• Identifying recurring issues and contribute to continuous improvement and compliance activities

Customer Engagement & Loyalty Operations Executive

• Deliver comprehensive reporting, develop addressable audiences and provide actionable insights to ensure every campaign, offer and interaction is informed by data and continuously improved.
• Collaborate closely with marketing, CX and analytics partners to support data-driven decision making and optimise customer engagement programme performance.
• Analyse campaign and offer performance across customer segments and channels to identify trends and improvement opportunities.
• Maintain and enhance reports and dashboards to support programme optimisation and stakeholder decision making.
• Translate customer data into clear, actionable insights using strong storytelling techniques.
• Support stakeholder enquiries on data meaning, performance and reporting solutions.
• Ensure data accuracy, integrity and best-practice data management across engagement reporting.

Customer Engagement Analyst

• As Customer Engagement Insights & Audience Manager, ensure Foodstuffs deeply understands the needs and behaviours of customers engaging with our customer programmes.
• Lead customer engagement and campaign performance analysis to identify trends, opportunities and areas for improvement.
• Translate customer behaviours into actionable insights that inform personalised experiences, lifecycle communications and offers.
• Drive experimentation, optimisation and innovation across customer engagement initiatives.
• Oversee customer engagement reporting, dashboards and data visualisation to support data-driven decision making.
• Lead and develop a high-performing insights team while collaborating with marketing, CX, product and data stakeholders.

Customer Engagement Insights Manager

• Executing mass and targeted loyalty promotions and customer offers across owned channels such as email, in-app and push notifications
• Using loyalty promotion platforms and connected technologies to tailor offers and gamification to key customer segments
• Applying strong quality assurance and testing practices to ensure accurate, relevant and personalised customer experiences
• Supporting campaign planning, coordination and on-time delivery across multiple stakeholders and dependencies
• Troubleshooting and resolving promotion issues quickly, while maintaining clear communication with stakeholders

Customer Engagement Promotions Executive

• The Customer Success Manager ensures customers and partners get real value from Mosaiq, Snapper’s transit intelligence platform
• Focuses on customer satisfaction, retention, and long-term success
• Works closely with the Head of Customer Success to create a consistent, high-quality experience
• Supports customers from onboarding through the full lifecycle
• Builds strong, trusted relationships and maintains engagement
• Identifies customer needs, insights, and feedback and shares internally
• Monitors customer health and engagement and supports renewals

Customer Retention Specialist

• Operate as the lead point of contact for any and all issues, concerns and matters raised internally and externally that are specific to customers.
• Handling customers in jeopardy effectively in conjunction with Sales, Operations and Business Management, to maximise portfolio retention.
• Resolve problems aligned to complaint resolution and customer in jeopardy procedures by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; and escalating unresolved problems.
• Identify “contracts in jeopardy” through ongoing collaborative contact with the Territory Manager and customers to take all reasonable action necessary to remove the contract out of jeopardy and where possible resign. contact with customers and take all reasonable action necessary to take the contract out of jeopardy and where possible resign.
• Respond to customer issues and enquiries within the expected time frame.
• Build and maintain strong, long-lasting customer relationships.
• Negotiate contracts and close agreements to maximise profit.
• Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors.
• At times travel to other cities across central north island to visit and meet with customers

See all jobs on JobTailor

Customer Success Manager

Customer Success Manager

Partner Success Manager

Customer Engagement & Loyalty Operations Executive

Customer Engagement Analyst

Customer Engagement Insights Manager

Customer Engagement Promotions Executive

Customer Success Manager

Customer Retention Manager