{"id":2908466,"url":"https://alion.io/job/asknicely-customer-success-manager","title":"Customer Success Manager","company":{"id":9844,"name":"Asknicely","domain":"asknicely.com","url":"https://alion.io/company/asknicely","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Auckland, New Zealand"],"countries":["NZ"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":24000,"max_usd":51000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2087},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-18T22:22:04Z","employer_posted_date":"2026-09-18","last_verified_at":"2026-10-28T10:51:36Z","board_verified":true,"closed_at":null,"days_open":39,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":39},"description":"Who We Are:\nCustomer experience is the key to growth, but other customer experience management platforms ignore that customer-facing teams often hold that key. They’re the people who can take feedback from customers and take immediate action to create change.\nAt AskNicely, we believe great experiences start with clarity and recognition. That’s why we built a platform focused on uncovering powerful insights, taking action, and motivating teams to deliver their best.\nTrusted by over 1,000 service businesses and backed by top investors, AskNicely is on a mission to grow people-powered businesses everywhere.\nAskNicely is an AI-powered customer experience platform built for multi-location service businesses. It captures real-time customer sentiment and proactively turns that into actions that grow reputation and attracts and retains customers.\nWhat differentiates AskNicely?\nReal-time, actionable insights through AI\nInstantly analyzes customer sentiment (surveys, reviews and more) to provide actionable insights to all levels of the organization.\nIdentify issues and fix them immediately. Instantaneously reward positive behavior.\n\nBuilt for multi-location, service businesses, not data analysts\nReal-time, actionable insights for everyone: from the head office to the branch to the individual customer-facing employees.\nManage customer feedback and reviews to reduce churn, improve reviews and grow referrals.\n\nDesigned to deliver growth through exceptional customer experiences\nInsights and action from AI. An unparalleled customer success team to help you drive culture change.\nMore than spreadsheets and reports - actions to improve customer experience and drive culture change at the point of service delivery.\n\nBenefits\nFree optional health insurance through Southern Cross\nAccrue up to 4 weeks annual leave - plus an 5 extra \"Nice Days\" per year\nFlexible, remote work environment \n8 Weeks Paid Parental Leave\nYearly Learning and Development reimbursement stipend\nCultural Pillars\nIf, like us, you put a lot of value in culture, lifestyle and opportunity as well as benefits, you'll like what's on offer here (watch this).\nLot’s of people ask about the culture at AskNicely. There are three non-negotiables to what we call “living in the purple”:\nBe NICE: We believe a great business can be built by nice people that are nice to each other.\nPlay to WIN: Bring your \"A\" game. We have high standards but favor speed over perfection.\nLove your FEEDBACK:Get feedback to improve your game and give feedback generously to help others improve theirs.\n What You'll Do\nThe Customer Success team empowers customers to achieve maximum value from our products. We manage customer relationships and understand their strategy, business goals and technical landscapes to deliver measurable outcomes, driving adoption of AskNicely products and services in a scalable and replicable fashion.\nStrategic Account Leadership & Advisory: Act as a trusted advisor to C-level executives and key stakeholders, running impactful meetings and Executive Business Reviews (EBRs) while co-developing strategic account plans with Sales to maximize customer investment and drive value.\nServe as a CX Thought Leader: Act as a strategic consultant and subject matter expert on Customer Experience (CX) methodology, guiding clients on program design, survey best practices, and action-planning frameworks\nValue Realization & Success Planning: Create and execute detailed Success Plans with clear use cases, ROI metrics, and success benchmarks to accelerate time-to-value and ensure long-term product adoption.\nPortfolio Health, Risk Management & Retention: Continuously monitor Health Scores, adoption metrics, and usage data to proactively spot churn risks, resolve account bottlenecks, and build targeted de-escalation plans.\nCross-Functional Collaboration & Advocacy: Partner with Engineers, Customer Support, and Product teams to develop champions, resolve complex account issues, and cultivate satisfied customers into brand advocates.\nCommercial Growth & Expansion: Drive net revenue retention by identifying upsell, cross-sell, and renewal opportunities, leveraging expertise and collaboration.\nWho You Are\nProfessional Experience & SaaS Foundation: 2+ years in Customer Success, Customer Support, or CX Consulting within the SaaS/Enterprise Software industry, or equivalent practical experience.\nStrategic Advisory & CX Focus: Proven ability to quickly diagnose customer needs, ownership mindset, and experience designing program strategies that drive operational excellence and business transformation.\nCommercial Risk & Forecasting: Track record of accurately forecasting account health, identifying churn risks early, and executing structured recovery plans to protect retention.\nExecutive Communication & Storytelling: Outstanding listening, written, and presentation skills, able to bridge technical and business concepts seamlessly for diverse audiences up to C-level executives.\nAgility & Customer-First Mindset: Highly adaptable with a passion for exceptional customer experiences, capable of balancing competing priorities in a fast-paced environment while collaborating cross-functionally.\nStudies have shown that, while men will typically apply to a role when they have 60% of listed qualifications, women and marginalized communities tend to only apply when they meet 100% of the listed qualifications. Upholding marginalized communities is central to our core at AskNicely, so we encourage you to apply, even if you don't meet 100% of listed criteria.","description_format":"text","description_chars":5552,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Health insurance","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Software","AI Agents","Customer Support & Help Desk Software","Survey & Forms Software"],"lifecycle":[{"event":"open","at":"2026-10-20T08:43:39Z"}],"visa":[],"liveness":{"score":21,"band":"cold","label":"Long shot","p_open":0.6,"p_active":0.638,"p_room":0.55,"age_days":39,"expected_fill_days":28,"reasons":["seen:39","urgency","win:tail","comp:junior"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/asknicely-customer-success-manager","json_url":"https://alion.io/job/asknicely-customer-success-manager.json","meta":{"generated_at":"2026-10-28T14:11:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19336,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":9844},"rest":"https://alion.io/mcp/rest/get_company?id=9844"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fasknicely-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fasknicely-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fasknicely-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/asknicely-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fasknicely-customer-success-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2908466}},{"tool":"search_jobs","arguments":{"company":"asknicely.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2908466},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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