Onside Looking for Customer Success Manager at Christchurch, Canterbury, New Zealand Full Time

Onside is a dynamic and fast-growing Agri-tech SaaS business with a vision to power the world’s biosecurity. Currently in the scale-up phase, expanding rapidly and thinking globally, our team and high-performance culture reflect the business. Offering an innovative workplace where our team lives and breathes Onside’s standards and rituals.

Our Customer Success team is growing, and we looking for a Christchurch-based Customer Success Manager to actively champion our customers through effective onboarding, activation and adoption to drive high rates of retention and satisfaction.

You’ll be the face of Onside to our growing customer base of farmers and growers across the rural sector, building deep relationships and actively engaging with customers to understand their needs and drive their success.

Responsibilities

• Onboarding and training – ensure customers receive a great experience using Onside, guiding customers through their setup process including virtual or in-person product training
• Activation and adoption – set up customers for success by empowering their teams to use product features effectively and to realise product value
• Advocacy – be the voice of the customer, advocating for their needs across the business and communicating their feedback to evolve our product roadmap
• Retention – proactively manage relationships with customers and use data and account health indicators to ensure their success and satisfaction, and identify potential churn risks or challenges
• Collaborate with cross-functional teams including support, sales, marketing and product to integrate customer success into the business

Requirements

• Prior experience in a customer success or account management role within a SaaS company
• Ability to build rapport quickly, make lasting first impressions, and manage ongoing relationships with customers
• Experience providing software product training virtually in a 1-1, 1-many and webinar environment
• Commercially minded and target orientated
• Demonstrated project management and organisational skills
• An affinity with the agricultural industry, and a passion to support farmers’ and growers’ success
• Excellent problem-solving and analytical abilities to identify and address customer needs and challenges
• Passion for delivering exceptional customer service and driving customer success

Benefits

We’re expanding in every direction – think new places, teammates, and knowledge. So, when you join us, you’ll dive into all sorts of exciting experiences and grow your career. Our dog-friendly office in the heart of Christchurch is buzzing with a high-performing team, working together to solve problems to achieve a common purpose – to connect rural communities.