Customer Success Manager

About TradeWindow

TradeWindow develops cutting-edge software solutions for exporters and freight forwarders, with a mission to transform trust and information sharing across international supply chains. Established in December 2018, the company has grown rapidly, operating across Australia, New Zealand, and the Philippines, and is publicly traded on the New Zealand Stock Exchange. Joining TradeWindow means becoming part of a dynamic and innovative team with a vibrant culture and strong growth prospects.

Role Overview

The Customer Success Manager role focuses on ensuring customers derive maximum benefit from TradeWindow's products and services, fostering strong relationships, and achieving or surpassing revenue upsell objectives. This position requires close collaboration with clients and internal teams to support customer satisfaction and growth.

Responsibilities

• Lead the onboarding process for new customers, delivering comprehensive training and support to ensure familiarity with TradeWindow’s offerings.
• Build enduring relationships with new clients by understanding their business goals and prerequisites, setting them up for success from the outset.
• Continuously monitor customer usage and satisfaction indicators to detect potential churn risks and proactively resolve emerging issues.
• Design and implement retention strategies tailored to individual customer needs, including personalized support and engagement initiatives.
• Ensure customers fully realize the value of TradeWindow’s solutions through ongoing education and resource provision.
• Identify opportunities for account growth by acting as a trusted advisor and partnering with sales teams to promote product expansion and upselling.
• Deliver consistently excellent customer experiences across geographies by responding to and integrating client feedback.
• Represent customer interests internally, providing valuable feedback to sales, engineering, and product divisions to drive improvements.
• Coordinate effectively with Operations, Technology, and Revenue teams to resolve issues and enhance customer satisfaction.
• Manage multiple customer accounts efficiently by prioritizing tasks and meeting deadlines while maintaining strong organizational practices.
• Maintain thorough records of customer engagements and ensure compliance with export documentation such as Bills of Lading, Health Certifications, and Certificates of Origin.
• Keep abreast of industry trends and best practices through ongoing professional development to continually enhance success strategies.
• Propose and drive innovations aimed at optimizing customer success processes and operational effectiveness.

Qualifications and Experience

• A Bachelor’s degree in Business Administration, Marketing, or a related discipline is preferred.
• Minimum of three years’ experience in customer success, account management, or similar roles.
• Background in the technology sector, ideally within Software as a Service (SaaS) environments.
• Demonstrated ability to boost customer satisfaction, retention, and overall success.
• Excellent communication and interpersonal skills enabling strong client and team relationships.
• Capable problem solver with creative approaches to complex challenges.
• Proficient in project management, able to handle multiple priorities effectively.
• Strong analytical aptitude for interpreting customer data and insights to guide strategies.
• Amazing enthusiasm for technology and continuous learning about industry advancements.

Benefits

• Competitive salary package with KiwiSaver contributions.
• Flexible working arrangements to support work-life balance.
• Parking facilities provided on a first-come, first-served basis.
• An inclusive, enjoyable workplace culture that values team engagement.