Customer Success Manager (AU/NZ)

What is the purpose of the Customer Success Manager role?

The Customer Success Manager ensures customers and partners get real value from Mosaiq, Snapper’s transit intelligence platform.

This role focuses on customer satisfaction, retention, and long-term success, supporting customers from onboarding through the full lifecycle. You’ll work closely with the Head of Customer Success to create a consistent, high-quality experience, helping customers use Mosaiq to better understand and improve public transport network performance.

• The Customer Success Manager reports to the Head of Customer Success (UK) and has no direct reports.
• You’ll work closely with customers and partners, as well as internal teams across NZ and the UK including Sales, Product, Technical, UX, and Design.
• This role is based in Wellington, New Zealand.

What success looks like in this role

You are the voice of the customer, ensuring their needs directly inform how Mosaiq evolves. If you’re doing well as the Customer Success Manager, you’ll see :

• Customers confidently onboarding and successfully using Mosaiq

• Strong, trusted relationships are built and being maintained across customer organisations

• High levels of customer satisfaction, engagement, and product adoption are reliable outcomes

• Customer needs, insights, and feedback are clearly captured and regularly shared internally

• Customer risks are being identified early and managed proactively to support retention

• Customers seeing continuous and sustainable value from Mosaiq

• Insights from customers contributing to product and service improvements

• Processes are improving to support a scalable and consistent customer experience

What does the Customer Success Manager do?

As part of the Customer Success team, you will be centrally involved with :

Onboarding & Implementation

• Guide new customers and partners through onboarding

• Support setup and implementation to ensure a smooth transition onto Mosaiq

• Understand customer goals and align platform use to their needs

Training & Enablement

• Deliver training sessions, workshops, and resources

• Support customers in understanding how to use Mosaiq effectively

• Tailor education to different users and organisational needs

Customer Relationship Management

• Act as a key point of contact for customers and partners

• Build strong, proactive relationships and maintain regular engagement

• Support partners in managing their customer relationships

Customer Advocacy

• Represent the customer internally, ensuring feedback is understood and actioned

• Champion product improvements and customer-led insights across teams

Retention & Growth

• Monitor customer health and engagement

• Identify and address risks early to support retention

• Support renewals and identify opportunities for upsell or expansion

Insights & Reporting

• Gather and share customer feedback, needs, and challenges

• Track key customer success metrics (e.g. satisfaction, retention, engagement)

• Contribute insights to product, marketing, and commercial strategy

What will help you succeed in this role?

• Proven experience in Customer Success, Account Management, Implementation, or similar customer-facing roles
• Experience in SaaS, platform, or complex service environments preferred

• Strong relationship management skills with the ability to engage diverse stakeholders

• A proactive, structured, and organised approach to managing customers

• Strong communication skills and a collaborative working style

• Ability to understand customer needs and translate them into practical solutions

• A focus on adoption, value delivery, and long-term customer success

We want you to do well at Snapper

You will act as the voice of the customer within Snapper, ensuring customer needs are embedded in how we design, deliver, and improve Mosaiq. To customers, you will be a trusted partner helping them understand and maximise the value of the platform, and ensuring they experience consistent, high-quality engagement throughout their journey.

What it means to work at Snapper

We’re proud of the work we do and the impact it has enabling and creating excellent public transit experiences and contributing to a more sustainable world. 

We anchor on five core values in our work and interactions at Snapper.

• Being Resilient. Using a positive mindset to handle change
• Acting with Integrity. Being open and honest with each other. Fostering a safe space for the sharing of our thoughts and ideas.
• An Innovative outlook. Looking at problems through as many lenses as we can. Applying it to people, processes, personal development, etc; not just code. We expect this as individuals and collectively.
• Collaborating. Anything of value happens through a team. No one person has all of the skills to solve our customers' problems. We’re inclusive and open to all voices.
• Building Excellence. Not to be confused with perfection. Making sure measures are clear and fit for purpose. And celebrating it as we go.

To be excellent in our team we absolutely want your individual style and contribution, and your strongest version of these attributes/mindset : 

• Approachable and open-minded who engages with peers works closely with Snapper staff of all roles and technical abilities. 
• Practical and pragmatic approach to solutions, if you think something could be done in a better way put your hand up. At Snapper we value people’s voices and ideas being heard. 
• Ability to work autonomously. We are a tight team and we move fast, you will want to develop your own progress and solutions ahead of the next catch-up, collaboration or standup. 
• A positive mindset and ability to see the opportunity in adversity and diversity of approach