{"id":1840896,"url":"https://alion.io/job/eroad-senior-customer-success-manager","title":"Senior Customer Success Manager","company":{"id":2562335,"name":"EROAD","domain":"eroad.com","url":"https://alion.io/company/eroad-com","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Auckland, New 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New Zealand customers.\nWHAT YOU'LL DO\nYou'll take ownership of a portfolio of complex, high-value customers and drive their success end to end.\nOwn adoption, retention, value realisation and growth across your portfolio\nWork within a three-way account model alongside Enterprise Account Managers and Technical Account Managers\nPartner closely with technical and delivery teams to resolve issues and support product adoption\nAct as an informal mentor and role model within the Customer Success team, sharing knowledge with peers\nApply customer delivery frameworks and processes to guide outcomes for your customers\nReport into the Customer Success Director, NZ\nWHAT YOU NEED\nHere's what we're looking for in the person who takes this on.\nAt least 3 years in a similar customer-facing role such as CSM, Account Manager, Customer Operations or Customer Service Manager, or product-aligned role\nA proven track record managing customer portfolios and delivering outcomes in complex, technology-enabled environments\nExperience working closely with technical or delivery teams to support adoption, issue resolution and value realisation\nExperience informally coaching or mentoring peers or supporting knowledge-sharing, without formal people-management responsibility\nA strong understanding of customer delivery frameworks, processes and tools\nComfortable working across CRM systems and Customer Success platforms and tools\nExperience in the Technology or SaaS industry is a plus\nWHY JOIN\nThis is a chance to be a senior practitioner with real influence, without the overhead of formal people management.\nOwn a portfolio of complex, high-value customers and shape how they realise value\nWork as a senior voice within a three-way account model alongside Enterprise Account Managers and Technical Account Managers\nBe recognised as an informal mentor and role model within the Customer Success team\nBe part of a high-growth, innovative technology company making a real difference across New Zealand, Australia, the Philippines and the USA\nWork alongside a talented and collaborative team\nAccess continuous learning, EAP support and AI tooling to help you grow\nEnjoy a competitive salary and benefits package\nTHE DETAILS\nEmployment type: Permanent\nLocation: Albany\nWork model: Hybrid (4 Days in Office, one day working remotely)\nHow to apply: Apply now with your CV and we'll be in touch","description_format":"text","description_chars":2767,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[{"name":"New Zealand","iso":"NZ","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-04T16:22:29Z"}],"visa":[],"liveness":{"score":73,"band":"hot","label":"Hiring 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