Customer Success Manager

Role Summary

We’re looking for an enthusiastic customer success ninja with experience in customer-facing roles, sales or (software) product management or delivery to join our Customer Success team.  This role will be responsible for owning customer success for one or more of our enterprise customers.

 

We want someone who brings the C’mon C’mon! You’re relentlessly committed to the customer and your superhuman feats will make them successful.  Work alongside them and our own Customer Success and Product teams in a solutions-focussed, high-output and low-ego environment.  

 

We’re looking for a generalist who can do a bit of everything, and isn’t afraid of a challenge. You believe in delivering users AND buyers compelling experiences and are comfortable with uncertainty.  You are open to experimenting and rapidly adopting and implementing learnings  “Win or Learn” is a team mantra we try to live by.  

 

We have a Wellington office in the heart of the city near the waterfront, but as a response to COVID we’ve moved to experiment with a hybrid distributed and co-located model. We are a small tight-knit team, with a casual atmosphere, good music and free lunch everyday. We’re ambitious and focussed, but we like to have fun along the way.

Responsibilities​

We envisage this role will have primary responsibility for one of the following; and will play a secondary supporting role on the other of these initiatives.  This will allow you to work with more of our team and across both of our key customer and product segments: 

  • Own the customer success for an enterprise rollout for our SaaS lending platform (CreditScout) with a Tier One bank; or 

  • Own the configuration, delivery and customer success of our SaaS accounting product (Common Ledger) for a Tier One Accounting Group


AND 

  • Design, own and execute a multi-year (and beyond!) strategic enterprise account plan 

  • Engagement with executive leadership, project and end-user (lending or accounting) teams within our customer’s business 

  • Adaptation of existing and creation of new enterprise training materials - using a combination of webinar; video; written; and visual methods 

  • Gather, collate customer evidence and share feedback and learnings with Common Ledger Customer Success and Product Teams

  • Project management and facilitation of collaboration between the enterprise’s delivery team and our own, working with the customer’s PM / Scrum Master

  • Identify, promote, create buy-in and execute incremental product and solution expansion opportunities within the customer’s business, with the support of other relationship owners (Customer Success Lead; CEO; and Head of Product)

  • Application and commercial execution of SoWs, policies and other enterprise-level documentation

  • Advocate evidence and expansion opportunities to both users and sponsors / buyers to encourage retention and achieve momentum 

This role reports to both our Customer Success Lead and CEO. 

Experience
  • 5 years plus experience in customer-facing roles, sales or (software) product management or delivery 

  • Ideally, you’ve got experience in small business lending or accounting domains (software and technology experience is also helpful) 

  • Proven excellent communication skills - you are an expert listener as well and written and verbal communicator 

  • Demonstrable experience of picking up new concepts quickly - you are inquisitive and eager to discover and learn 

  • You are a relationship builder and can quickly build trust with team members and customers 

  • Track record of working with cross-functional teams and stakeholders in large organisations at pace

  • Ability to think commercially and strategically about our customer’s business and what this means for the project and our product

What we offer
  • We are not Intuit or Xero (yet) - but offer competitive startup remuneration;

    • A base salary (fixed), and remuneration model (variable) based on how much customer success we deliver to our customers

  • Meaningful participation in Common Ledger’s Employee Share Option Scheme, so you can own some of our business too 

  • Flexible hybrid working model enabling you to work from anywhere (#wfa) after the first three months and you’re up and running

Life at Common Ledger
  • All the tech and tooling you need to get the job done with a smile

  • We provide lunch every day for our hungry, productive and awesome people

  • World-class office environment with table tennis and music

  • We are a social bunch. Whether it’s a Mid-Winter Christmas dinner, ‘escaping’ from a locked vault or sharing a drink at the end of a busy week we enjoy putting the tools down and spending time together

  • Open, honest and transparent: we believe our team should have access to all information 

​If this sounds like you, we would love to hear from you! To apply please email your resume and cover letter with details of your experience to careers@commonledger.com