Customer Success Manager

Our purposeecoPortal health and safety engagement software helps organisations amplify workplace safety. We give leaders the data they need to create awe-inspiring safety cultures that ignite their team’s potential.Engaged teams are the beating heart of industry-leading, odds-defying workplaces, and we’re committed to helping clients achieve that.Our mission is simple: create engaged cultures and healthier environments for all.Who are we?We’re a true New Zealand tech success story, built from the ground up, with a vision of transforming the health and safety industry as we know it.We’re anchored by our commitment to championing people. That commitment begins from within—with our very own team.Our team culture is an organic creation built by our people, for our people. Differences are celebrated here, and we firmly believe that our diverse lived experiences work together to make us stronger as a whole. You can see more about our story here! https://www.ecoportal.com/aboutWe create intuitive health and safety software that people want to use, giving businesses the visibility and data they need to prevent risks and build stronger, safer workplaces and safety cultures.Safety isn’t just a department, it’s a culture that involves everyone, from frontline workers to the boardroom. ecoPortal makes safety simple, visible, and shared, with an intuitive interface that people actually want to use. We help create stronger engagement, fewer incidents, and measurable improvements that drive both culture and performance.An exciting opportunity has arisen for a Customer Success Team Lead to join our talented team. Purpose of Role Key ResponsibilitiesIn this role, you will:Own a named portfolio with renewal and growth targets; build success plans with clear goals, measures, and ownersDrive adoption and value through lifecycle playbooks for onboarding, maturity, and risk interventionLead QBRs and executive reviews; present key metrics, risks, and next best actions; document decisions and follow upsMonitor health and usage; forecast renewals; identify expansion opportunities where value is provenBuild trusted relationships across users, champions, and executive sponsors with a consistent contact rhythmOrchestrate internally with Product, Services, Support, and Sales; act as the voice of the customer with evidence based feedbackMaintain crisp CRM notes, tasks, and forecasts; prepare renewal strategies early and partner with the CS Team Lead or CCO when neededWe’re looking for someone who…Has a proven track record in Customer Success, Account Management, or SaaS client-facing rolesIs outcome focused with a track record in renewals, retention, and upsell in SaaSCommunicates clearly with executive presence and can tell a data led storyIs commercially savvy and comfortable discussing value, key metrics, and timing to guide actionsBuilds strong relationships and can influence without formal authorityKnows or is keen to learn Health and Safety, Risk, and Environmental ComplianceIs organised, dependable, and great at follow throughIs proficient with SaaS tools and quick to learn new systemsPerks & Benefits:We hope that you're excited by the possibilities that come with working at ecoPortal! In addition to our welcoming and diverse culture, we also offer these fun perks and benefits:🏝 37-hour working week & flexible working: We prioritize work-life balance by offering a 37-hour workweek and flexible working arrangements.🏡 Hybrid working: Enjoy the convenience of working from home two days a week, allowing you to maintain a healthy balance between work and home life.💪 Health insurance: that’s right, we offer health insurance for all of our team members. Plus 25% discount to include cover for children and partners. 📱 Phone plan: We pay for your monthly plan, texts, calls and unlimited data.🕊️ Wellbeing: Access to mental health sessions through Southern Cross 👓' Growth mindset': a budget for learning and development courses.⛺️ Vacation: 5 weeks annual leave + birthday leave.👪 Parental leave: an extra week of paid parental leave following a child's birth or adoption. 🌳 Community: a paid volunteer day to engage in volunteer work and community service. ☕ Coffee machine, nutribullet for smoothies, weekly fruit, breakfast items and Karma Cola beverages available for all ecoPortalers to enjoy. 😄 We have fun: quarterly massages, team lunches, monthly social drinks, a retreat space to relax and unwind, inhouse events and activities including a pool table competition. What now?Ready to introduce yourself? Don’t be shy! We want to hear from you. Please upload your resume, cover letter, and any other information, documents and links that will help you stand out.