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Role Description

This role is pivotal in ensuring our customers achieve their desired business outcomes while maximising the value they gain from EROAD’s solutions. The Customer Success Manager owns the end‑to‑end customer journey and acts as a trusted advisor guiding customers, proactively addressing their needs, and driving long‑term satisfaction, retention, and expansion.

As a Customer Success Manager at EROAD, you will:

• Manage an assigned book of enterprise customers, ensuring high satisfaction, best‑in‑class customer experience, and strong retention.
• Compile, analyse, and present customer and EROAD KPIs during Business Reviews for all named accounts.
• Develop deep product expertise and a strong understanding of each customer’s business practices and operating environment.
• Understand customers’ technical EROAD solutions, including configurations, integrations, customisations, and business processes.
• Build strong, transparent partnerships with customers based on trust and value.
• Stay aligned with product updates and new releases across EROAD solutions, ensuring customers are supported ahead of feature launches.
• Proactively deliver key metrics to customers, including hardware performance, platform health, and customer KPIs.
• Develop and maintain account plans, actions, and follow‑ups—driving outcomes to completion internally and externally.
• Work closely with Product and Engineering teams to escalate issues and enhancement requests, ensuring closure of the customer feedback loop.
• Administer and follow up on Customer Satisfaction and NPS surveys.
• Track and document all customer activity, outreach, and engagement.
• Respond to customer enquiries within agreed customer‑specific SLAs.
• Take ownership of customer issues and see them through to resolution.
• Confidently articulate the value of EROAD technology, products, and the industries we serve.

Qualifications

• 3–5 years’ experience working with enterprise customers in a similar role, such as Customer Success Manager, Customer Experience Manager, or Account Manager.
• Excellent written and verbal communication skills, with a proactive and customer‑centric approach.
• A strong outcomes‑focused mindset.
• Proven time management and project planning capability.
• Ability to quickly learn and work with cutting‑edge technology.
• Confidence thriving in a fast‑paced, high‑performing environment.
• Flexibility to travel up to 30%, as required.

Benefits

• EROAD is a true Kiwi success story in the tech sector.
• Publicly listed since 2012, we are represented on the NZX and ASX and continue to grow rapidly across New Zealand, Australia, USA and the Philippines.
• We value diversity and are proud to be a multicultural organisation.
• We foster a strong sense of community and belonging through collaborative and engaging workplace initiatives.
• Join EROAD and be part of an organisation in growth mode where your skills and expertise will make a meaningful impact.