Senior Customer Success Manager

Senior Customer Success Manager Auckland | Hybrid | Full‑time At Lancom Technology , we’re evolving how we partner with our customers, adopting modern technologies while retaining clear ownership of strategic relationships. We’re looking for a Senior Customer Success Manager to lead this shiftacross a portfolio of our priority customers This is a senior, commercially accountable role for someone who thrives at the intersection of strategy, relationships, and revenue , and who wants to shape how modern Customer Success is done in a growing IT services business. The opportunity As a Senior Customer Success Manager, you’ll own proactive, revenue‑driving relationships with some of Lancom’s most important customers. You’ll work at a strategic advisory level—understanding your customers’ business context, shaping forward‑looking roadmaps, and converting those plans into renewals, expansion, and funded initiatives . While this role isn’t a vCIO today, it operates at that level of influence and is expected to evolve in that direction over time. What success looks like Customers experience Lancom as a trusted, proactive partner , not a reactive service provider Customer strategy, priorities, and decisions are clear, documented, and regularly reviewed Technology road maps actively convert into funded initiatives and measurable outcomes Renewals are on time, value‑based, and commercially sound Growth is outcome‑led and aligned to customer strategy Internal teams have clarity on priorities, context, and direction What you’ll be doing Owning senior‑level relationships across an assigned portfolio of priority customers Leading structured discovery to deeply understand customer goals, risks, and operating context Developing and governing customer road maps aligned to business objectives Facilitating governance forums such as QBRs, steering sessions, and executive touch points Carrying accountability for renewals and growth outcomes across your portfolio Partnering with Sales, Delivery, Finance, and specialist teams to convert strategy into action Acting as the customer advocate internally, particularly during service challenges Maintaining accurate commercial forecasts, customer records, and life cycle data About you You’re a senior Customer Success or Account leader who is comfortable owning outcomes—not just relationships. You think strategically, communicate with confidence, and know how to connect value to commercial results. You might have a Business Analyst background and want to dive into the customer side. You’ll bring: 5+ years’ experience in Senior Customer Success, Strategic Account Management, Consulting, or similar roles Proven ownership of renewals and account growth in a consultative environment Strong business and commercial acumen Confidence facilitating senior stakeholder and executive‑level conversations A proactive, structured, and accountable working style Experience in IT services or managed services environments is highly regarded. Why join Lancom? A genuinely strategic Customer Success role with clear commercial ownership The opportunity to help shape how Customer Success operates as the business grows A collaborative, people‑focused culture that values ownership and continuous improvement Strong development pathways, including certification support (AWS & Azure) Flexible, hybrid working based in Auckland #J-18808-Ljbffr