Partly Looking for Director of Customer Success at New Zealand Full Time

Note: Partly is headquartered in Christchurch but has employees spread across NZ, AU and UK. If relocating to Christchurch, we would cover those costs. If working remote, we would pay for any visits to HQ (at least once per quarter).
Our story
Partly’s mission is to connect the world’s parts. We’re building the first global platform for replacement parts, starting with auto parts. We’ve more than tripled our team over the last 12 months and expect to double in size over the next 18 months. We’re a global team spanning both Europe and Australasia.
Founded by ex-Rocket Lab engineers, we use utilise bleeding-edge technology to solve challenging but exciting problems that make a huge impact in a $1.9 trillion industry.

We provide a scalable digital infrastructure solution to some of the world’s largest businesses as well as the most exciting startups. Partly’s solutions are integrated across hundreds of businesses globally, providing the backbone for cataloguing and managing parts online.

Blackbird Ventures (Canva, CultureAmp etc.) led both our Pre-Seed and Seed rounds, alongside I2BF (NYC), Hillfarrance, Icehouse, Peter Beck (Rocket Lab), Akshay Kothari (Notion Co-Founder) and Dylan Field (Figma Co-Founder).

We’re continuing to build a world-class team and ensuring Partly is a place where people can do the best work of their lives. We’re proud of the culture that we’ve built at Partly and our values (https://www.partly.com/careers) are lived throughout every experience.

This role
You will be Partly’s founding Customer Success hire, responsible for ensuring the success of each of our customers. You will have the mandate to adopt what’s working, throw out what isn’t, and design from first principles a system that ultimately best serves our customers.

You’ll communicate with clients across the globe, work cross-functionally with our Sales, Data, Product & Engineering teams, and ensure both new and existing customers are set up for success.

You will report to Nathan Taylor (https://www.linkedin.com/in/nathan-r-taylor/) (Co-Founder & Chief Operating Officer).

What will you do

• Derive the strategic direction and lead our customer success function
• Define and continuously refine our customer success best practices and processes across our teams in Australasia and Europe

• Lead by example by taking a hands-on approach with clients, demonstrating to your direct reports what best-in-class looks like both in terms of operational effectiveness and client communication
• Optimise, manage, and oversee all relevant execution processes, making the customer experience as smooth as possible, and at all times optimising for customer happiness
• Ensure that our customer success function is data-driven and provide regular reports to the team
• Hire the best Customer Success Managers and Onboarding Specialists to join your team
• Alongside these duties, you will take on the role of Customer Success Manager for our larger customers, working closely with them to ensure they are maximising the value of our products

Your skills

• You have experience in working in a customer success role, ideally within a SaaS company
• You have previous experience in managing, growing and getting the best out of a team of CSMs
• You love speaking to customers and understanding and solving their problems, and have excellent verbal and written communication skills
• You are a natural relationship builder with strong empathy skills and an ability to relate and speak in the language of the customer
• You are comfortable with ambiguity and the responsibility to build processes and strategies from the ground up
• You’re tech-savvy and have a genuine interest in software and products
• You have experience or an interest in automotive or parts

Benefits

• Competitive base salary plus equity. Even though we’re a small startup, we offer competitive salaries and great equity.
• Parental leave and flexible return to work. After returning to work, primary carers can work 4-day weeks for 100% of their pay for the first twelve weeks. For secondary carers, we offer 10 days of leave at full pay.
• Flexible working hours and location. We have an office-first culture, but you can work remotely or from home whenever it suits you. There are no fixed hours so you can choose to work when you’re most effective.
• A brand new architecturally designed office in Christchurch CBD. With free snacks, drinks on tap, two different coffee machines, social areas, and one of the best cafes in Christchurch 50m away.
• Cultural lunches. Monthly team lunches to eat food from another culture and celebrate our team’s ethnic diversity.
• Ergonomic workspace. Sit-stand desks, ergonomic chairs, quiet spaces, and collaboration spaces to suit all kinds of working styles.

Job Type: Full-time