Customer Enablement & Support Manager (CSM/CS Ops Hybrid)

Customer Enablement & Support Manager (CSM/CS Ops Hybrid) Application Deadline: 30 June 2026 Department: Customer Success Employment Type: Full Time Location: Auckland office Reporting To: David Watson Description About the Role We’re looking for an early-career Customer Success professional to help us scale how we support and enable our users. This role sits at the intersection of: Customer training & onboarding Customer support (Intercom) Customer Success systems & automation You’ll play a key role in ensuring every Mooven user—across all customers—can successfully adopt and use our platform, while helping us build & maintain the systems that allow us to scale. Key Responsibilities 1. Own Customer Training & Onboarding (Scaled) Deliver live online training sessions for new and existing users Maintain and improve onboarding content (webinars, guides, resources) Ensure consistent, high‑quality onboarding across all customers Identify common user challenges and feed insights back into product and CS Support inbound via Intercom Manage inbound support via Intercom Resolve first‑line queries and triage more complex issues Handle “second‑level” support queries with guidance from the CS/product team Identify recurring issues and proactively improve support content and workflows 3. Support Customer Management Assist with check‑ins, usage reviews, and renewal preparation for customers Track customer activity and flag risks or opportunities Help ensure key customers are consistently engaged and supported 4. Own & Improve CS Systems Help manage and improve systems across: HubSpot (CRM) Intercom (support & engagement) Amplitude (product analytics) Build and maintain workflows, automations, and integrations Improve how we track: Customer health Product usage Engagement Partner with CS Leadership and Product teams to scale processes About You: Skills, Knowledge and Expertise We’re less focused on years of experience, and more on how you think and operate. Have 1–3 years experience in Customer Success, Support, or a similar role Are confident running online training sessions or presentations Have experience in the configuration & ongoing management of software tools Comfort/Experience analysing usage metrics and identifying required actions Enjoy helping users understand and get value from software Are systems‑minded —you like improving processes, not just following them Are curious about how tools connect (CRM, support, analytics) Are proactive and comfortable taking ownership of problems What Success Looks Like Increased User Retention and Engagement Increased adoption of Mooven across customers Faster implementation and onboarding of new customers Increased customer confidence and proficiency in using Mooven’s platform. Tangible improvements in the systems & processes CS uses Enhanced feedback loops to inform product development and align Mooven with market needs. Strengthened industry presence and recognition for Mooven as a leader in disruption management #J-18808-Ljbffr