Customer Success Manager (CSM) - Health & Safety AI Startup
Description
Join inviol, one of New Zealand’s fastest-growing startups, on a mission to save lives by turning AI insights into safer worksites. Our platform already cuts operational health & safety risk by more than 50% in just weeks, and household names like Coca-Cola and NZ Post rely on us every day.
We are looking for a highly motivated Customer Success Manager (CSM) to help our customers optimise their use of the platform. You will be a crucial part of our growth, working closely with Sales and Onboarding to drive adoption, expansion and customer happiness.
Key Responsibilities
Customer Training: Conduct training sessions for new users and help them embed inviol into their daily operations.
Trusted Advisor: Evaluate product usage, identify opportunities for improvements, and coach on best practice.
Strategic Customer Engagement: Schedule and lead proactive customer check-in calls to discuss progress, address concerns, and develop strategies to ensure successful outcomes.
Relationship Management: Build strong, long-lasting relationships with customers, understanding their business needs deeply and aligning our solutions accordingly.
Product Feedback & Advocacy: Relay customer insights and feedback to our engineering and product teams to continuously improve our offering and user experience.
Account Growth: Identify opportunities for account expansion based on deep understanding of customer needs and use cases.
CRM Management: Maintain detailed records in HubSpot (or similar CRM), tracking interactions, next steps and account strategies.
Customer Support: Happy to help jump in wherever necessary to give our customers the best outcome.
Key Performance Indicators (KPIs):
Customer Retention Rate (% of customers retained over a given period).
Account Expansion Revenue (upsells or cross-sells achieved).
Customer Health Score.
What You Bring:
You love working with people and have exceptional communication and relationship-building skills.
Strong analytical abilities, with experience conducting audits, assessments, or strategic evaluations.
Ability to present and train clearly and effectively.
Proactive, adaptable, and highly organized with excellent problem-solving skills.
Comfortable working collaboratively with engineering and technical teams.
Familiarity with growing startups, health & safety, or warehouse operations is beneficial but not required.