Customer Success Lead

AT is on a mission to transform Auckland into a vibrant city that moves, so that Aucklanders can connect with the people and places they love. Be part of Auckland's exciting future and development. From transport infrastructure to customer-focused solutions, we're creating seamless journeys across our city that enable businesses and Aucklanders to thrive. Te Whiwhinga mahi?- The Opportunity - Customer Success LeadThis role is responsible for ensuring Fareshare member organisations and their employees achieve maximum value from Auckland Transport's corporate subsidy programme.

This role may extend to supporting future employer or institutional public transport schemes as and when developed by Auckland Transport. The Customer Success Lead delivers exceptional after-sales service, technical support, and proactive customer relationship management to drive programme adoption, retention, and expansion. This role is critical to AT's strategic objectives of increasing public transport patronage and reducing carbon emissions across Auckland. The Customer Success Lead will be the primary point of contact for member organisations, ensuring seamless onboarding, ongoing support, and exceptional customer experiences. Key tasks will include: Onboard new Fareshare organisations through activation sessions and account setup.

Ensure smooth implementation of subsidy programmes and successful employee enrolment on their delivery date. Provide customer support by responding to queries from HR teams and employees. Troubleshoot HOP card issues and resolve billing inquiries within SLA timeframes. Manage customer relationships through regular check-ins with key accounts. Identify expansion opportunities and maintain customer satisfaction levels. Monitor customer health metrics including usage data and participation rates. Implement retention strategies for at-risk accounts. Deliver training and education via guides, and resources to enable organisations to maximise Fareshare benefits and employee participation. Collaborate with internal teams including Business Development, Digital Products, and Finance.

Resolve issues efficiently and implement process improvements based on customer feedback. Lead renewal and expansion conversations with organisations approaching contract end dates. Identify opportunities to upgrade subsidy levels from 25% to 50% or 75%.

N? t?u rourou | What will you bring?Bachelor's degree in Business, Marketing, Communications or related field3-5 years in customer success, account management or client servicesProven track record managing multiple customer accountsCustomer-Centric Mindset - Passion for helping customers succeed with ability to understand and anticipate needsRelationship Building - Exceptional interpersonal skills to build trust with diverse stakeholdersKo m?tou t?nei | Our OrganisationAt AT, we?embrace?inclusion and fully support building a diverse workplace where people come first and we feel safe, respected, valued and supported, inclusive of our differences.

?Our values are more than just words - they are integral to everything we do. Manaakitanga - We care, Tiakitanga - Safe with us, Whanaungatanga - We connect, Auahatanga - Better, bolder, together. In addition, we also offer:

25% discount on public transport services across AucklandInvestment in your professional development and training?Opportunity for greater leadership and accountabilityModern?CBD (Wynyard Quarter) waterfront-based?officePaid parental and partner leaveStudy assistance?Health and Wellbeing benefits?Professional memberships?AT Connect groups such as Mana ka M?ori, Women@AT, and many more!Tono mai in?ianei! | Apply Now!Come join us in shaping the future of transport in Auckland - apply today with an up-to-date CV and cover letter. Ka tiaki m?tou i te hunga katoa ka eke waka i T?maki Makaurau.

We tiaki all those who use transport in T?maki Makaurau. Please contact Lynn Miller on lynn. miller@at. govt. nz with any questions.