Senior Customer Success Manager

A career with EROAD offers the unique opportunity to work in a fast-growing   organisation   that is at the forefront of intelligent transport solutions - enhancing road safety, improving productivity, and reducing environmental impact. EROAD’s mission is to deliver intelligence you can trust, for a better world tomorrow.

We’re   looking for a   Senior   Customer Success Manager to partner closely with our   high value   customers and ensure they achieve real, measurable value from EROAD’s solutions .     This will   involve   sharing your   knowledge,   while at the same time improving quality and consistency   across   the team .

About the role

Y ou   will   be responsible for   delivering   an   exceptional c ustomer   experience   and   a   high rate   of retention and growth , within   a significant and   high value customer   portfolio. Your experience will enable you to   contribute to the overall   strength   and   maturity   of   the   EROAD   team   without people management r esponsibilities.

In this role you will:

•   Manage an assigned portfolio of customers, meeting agreed SLAs, KPIs, and customer success measures, including adoption, satisfaction, retention, and value   realisation .

•   Act as a subject matter expert on   EROAD   products and technology.

•   Take full ownership of customer issues,   identify   opportunities   and   risks,   and   co - ordinat e   with the   wider team.

•   Share insights   a nd   l earnings   from customers   t o improve   processes,   products   a nd ways of working within the   team.

•   Contribute to the continuous improvement   of   Customer   S uccess   processes,   playbooks   and tools to support   s calable, efficient, and repeatable delivery.

•   Collaborate closely with Technical   A ccount   M anagers ,   Sales,   C ustomer Care. Product   a nd other internal   teams   to   deliver   a   high quality   c ustomer   experienc e and   training.

What   you’ll   bring

To be successful in this role you will have :

- At least 3   years' experience   in Customer Success, Customer Operations, or Service Management

- Demonstrated experience   w orking closely with technical and delivery teams   t o support product adoption, issue   resolution,   and   revenue growth.

- An   u nderstanding of Customer Delivery frameworks,   processes   and tools.

- Strong communication , stakeholder management, and problem-solving skills

- Commercial   acumen and   experienced in   us ing   of data for dec i sion making

- A   Customer-obsessed mindset with a focus on outcomes and value

- Comfortable working in a fast-paced, growth environment

- Bachelor's   Degree and/or 7+   years' experience   in a customer facing capac ity (   eg   CSM, AM, Customer Operations or   similar ).

Why   You’ll   Love Working at EROAD

EROAD is a true Kiwi success story in the tech sector! Publicly listed since 2012,   we’re   represented on the NZX and ASX and continue to grow rapidly across New Zealand, Australia, the Philippines, and the USA.

At EROAD, we value diversity and are proud to be a multicultural   organisation . We invest in our people through employee recognition programs, EAP offerings, and continuous learning opportunities.

Our people are at the heart of everything we do - we foster a culture of innovation, collaboration, and belonging where you can bring your ideas to life.

Join EROAD and be part of a purpose-driven   organisation   that’s   shaping the future of connected transport   -  we   can’t   wait to hear from you.