Customer Success Manager

About the role:
Customer Success Manager for a scaling New Zealand based ConTech company as we enter the global markets. A new role supporting our partners across North America with an outstanding user experience.

As a Customer Success Manager, you will be responsible for driving customer engagement by creating and executing against Customer Success plans and building and maintaining strong relationships with our customers to ensure their success and satisfaction with our products/services. You will develop a deep understanding of Timescapes' value proposition for the customers we serve advocating for their needs internally and ensuring that they derive maximum value from our solutions. This includes understanding the customers' objectives from initial engagement through to subscription renewal, recognizing the changing needs of the customer during their Timescapes journey and maximizing their solution for success.

What you’ll be working on:

• Customer Onboarding and Adoption: Guide customers through the onboarding process, ensuring they have a seamless experience and helping them understand how to leverage value from our platform to achieve their goals.
• Training and Support: Provide ongoing training and support to customers, helping them optimize their use of our products/services and troubleshoot any issues they encounter.
• Relationship Management: Develop and nurture strong relationships with key stakeholders within customer organizations. Understand their business objectives, challenges, and opportunities, and proactively identify ways our solutions can address their needs and drive value.
• Account Management: Regularly engage with customers to assess their satisfaction, uncover expansion opportunities, and address any concerns or issues they may have. Work closely with sales and product teams to identify opportunities for the sales team to upsell or cross-sell additional features, services, or solutions that align with customer needs.
• Performance Reporting: Track and analyze success leading indicators and key Customer Success metrics, such as customer satisfaction scores, adoption rates, and retention metrics. Use data-driven insights to assess the effectiveness of Customer Success initiatives, identify areas for improvement, and inform strategic decision-making. Analyze customer usage patterns and assess the value derived, extracting actionable insights to inform the product team. Collaborate effectively with the product team by delivering comprehensive feedback based on findings.
• Customer Advocacy: Identify and nurture customer advocates to promote positive testimonials, case studies, and referrals. Work closely with the marketing team to leverage Customer Success stories for promotional activities. Serve as the voice of the customer internally, providing feedback to product, and other relevant teams to drive product enhancements, address customer concerns, and improve overall customer experience.
• Retention and Renewals: Accountable for Net Revenue Retention and Churn metrics, working strategically to maximize customer lifetime value. Monitor customer health metrics (Customer NPS & Satisfaction Score) and usage patterns (active users and average time on the platform) to proactively identify signs of churn and support retention. Drive contract renewals and collaborate with the sales team to make them aware of expansion opportunities.
• Camera Troubleshooting: Regular monitoring of camera health and working with customers and the operations and supply team to arrange installations and relocations as required.

Who we’re looking for:

• Must have the legal right to live and work in Canada.
• 2-3+ years of previous experience in Customer Success, account management, or related roles.
• Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with customers and internal stakeholders.
• Strong problem-solving abilities and a proactive, customer-focused mindset.
• Familiarity with CRM software and other relevant tools for managing customer relationships.
• Ability to work collaboratively across teams and influence stakeholders at all levels of the organization.
• Demonstrated ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Passion for driving Customer Success and a genuine desire to help customers achieve their goals.

The right candidate will demonstrate the key competencies that are important to Timescapes:

• Quality - both in your work and interactions
• Great communicator
• Problem-solving skills
• Adaptability
• Efficiency

Why work at Timescapes:

At Timescapes, we are striving to make our mark on the global construction sector by capturing high-resolution timelapse images that deliver powerful job site analytics. Our solution is at the cutting edge of technology with integrated AI and truly improving how construction is done. We are headquartered in Auckland, New Zealand and we're now at our next stage of growth and scaling into international markets.

There is a real sense of pride at Timescapes, and everyone is well connected - we are a close team with a culture of support, trust and having a bit of fun. Everyone is driven to scale the business, and people who are curious and have growth mindsets thrive; people who step up to challenges and find ways to solve problems.

While you will primarily be working with our North American team, this role will require flexibility to work within our global time zones.

Job Type: Full-time

Salary: $70,000.00-$100,000.00 per year

Benefits:

• Dental care
• Extended health care
• Paid time off

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday

Education:

• Bachelor's Degree (preferred)

Experience:

• Account management: 2 years (preferred)
• Customer support: 2 years (preferred)

Language:

• English (required)

Work Location: Hybrid remote in Oakville, ON L6H 1M3