Customer Engagement Manager

Posted 23 November 2022
Job type Permanent
DisciplineDigital Services

Job description


A leading SaaS job management product for those in the Trades, this NZ founded business seeks a Customer Engagement Manager as they move through a huge growth period.

It is an exciting time to be joining their business as they continue to expand into international markets. You will play an integral part in the delivery of this world class product. They have offices in Auckland, London and Sydney. 

This role is Sydney based, and they meet once a week in Sydney CBD. Therefore, you will predominantly be working remotely. 

They are a social, supportive, fun and passionate team who are really passionate about their product. 


Supporting the Customer Success Representative based in Auckland, New Zealand, you will play a crucial role in building strong and lasting relationships with their existing customer base identifying their needs and pain points.

Managing roughly 200 accounts, you will be the advocate of the customer for the company, providing great customer service and resolving problems timely and efficiently. 
We are looking for a Customer Engagement Manager who understands their client base and their needs; we are looking for the right fit as oppose to previous experience in a similar role. 

You will report into their Chief Revenue Officer and work closely with their Customer Success Representative.
  • Be the first point of contact for your portfolio of clients in Australia and New Zealand, with a priority focus on new customers in the next few days. 
  • Identify and monitor solutions in alignment with client success roadmap to retain and grow customer usage
  • Drive an increase of Adoption (Utilisation Score), Net Promoter Score (NPS) and NRR (Net Revenue Retention) for customers
  • Utilise data to identify trends sand opportunities to engage with customers and solve adoption challenges, increase retention and uncover strategic growth opportunities addressing customer concerns and feedback
  • Focus to increase key metrics
  • Advocate for the customer
  • Collaborate with the wider team, evolving the customer success function in the business
  • Work closely with the support team to provide holistic support to their existing clients
  • Continually develop great processes and procedures enabling great customer experiences, embedding a culture of high performance and success
  • Experience in a customer facing, or a B2B customer success/relationship management role ideally from the SaaS, Cloud, Workforce management, HR or time and attendance industries
  • Previous use of HubSpot or a similar CRM
  • If you're an ex-tradie, or have a connection to the trades industry this is a bonus
  • Excellent communication skills both written and verbal
  • Strong technical aptitude and a passion for technological solutions
  • Strategical thinking
  • Enjoys a fast paced environment

Email Holly at or call +64272279091 for more information.