Customer Success Manager

Customer Success Manager Department: Customer Success (Contented) Employment Type: Full Time Location: Christchurch (Contented) Description About Us Contented is a New Zealand SaaS company built on a simple belief: the future of work is conversational. Their AI-powered platform transforms conversations, meetings and interactions into structured business documentation, insights and actions—all automatically. Having recently completed a seed funding round and achieved significant growth, Contented is now scaling rapidly across New Zealand and Australia, with future opportunities in international markets. The Opportunity This is a pivotal role within the business and an opportunity to help shape Customer Success as Contented enters its next stage of growth. You’ll sit at the intersection of customers, product, sales and marketing. Your focus will be helping customers realise value quickly, drive adoption across their organisations and ensure they become long-term advocates for the platform. You’ll own the critical first 100 days of the customer journey, helping organisations successfully embed Contented into their workflows, while also creating scalable programmes, processes and initiatives that support ongoing engagement and retention. What You'll Be Doing: Lead onboarding, training and enablement for new customers. Develop meaningful relationships with customer champions and key stakeholders. Drive customer adoption and engagement across a diverse customer base. Monitor customer health, identify risks early and proactively reduce churn. Create and deliver customer education initiatives, webinars and scalable resources. Partner closely with Product, Marketing and Technical Success teams to improve customer outcomes. Gather customer feedback and advocate for customer needs internally. Continuously improve and help build Customer Success processes as the company grow. About You You may already be a Customer Success Manager, or perhaps you're a Senior Customer Success Specialist ready for your next step. You’re excited and energised by our growth and a start‑up environment and the opportunity that brings for your own development as well as our product. You're resourceful, action-oriented and comfortable operating where not everything is already built. Rather than waiting for a perfect process, you enjoy creating one. You'll bring: Experience in a SaaS or software-based customer success environment. Strong onboarding, education, training or adoption and customer engagement capability and experience. Excellent communication skills and the ability to build trusted relationships quickly. Commercial acumen and the confidence to engage with a wide range of customers. A proactive, self-sufficient approach and a willingness to figure things out. Strong technology confidence and curiosity around AI and emerging software. Why Contented? Join a high-growth SaaS business at a genuinely exciting stage of its journey. Work alongside a passionate, ambitious and highly collaborative team. High levels of autonomy, ownership and trust. Real opportunity to influence how Customer Success evolves and scales. #J-18808-Ljbffr