Director of Customer Success
EROADA career with EROAD offers the unique opportunity to work in a fast-growing organisation that is at the forefront of intelligent transport solutions - enhancing road safety, improving productivity, and reducing environmental impact. EROAD’s mission is to deliver intelligence you can trust, for a better world tomorrow.
We’re looking for an experienced Director of Customer Success to lead customer outcomes across New Zealand and play a critical role in driving adoption, retention, satisfaction and growth across our customer base.
This is a senior, hands-on leadership opportunity combining strategic ownership with frontline execution, remaining close to customers while leading and developing our Customer Success and Technical Account Management teams.
About the role
As Director of Customer Success (NZ), you will own the end-to-end customer experience across the full lifecycle operating within EROAD’s three-way account model -Enterprise , Customer Success and Technical Account Management. You’ll ensure clear accountability, strong co-ordination and consistent delivery of value to customers.
In this role you will:
Lead, coach and develop the NZ Customer Success and Technical Account Manager teams
Embed a co-ordinated approach to customer onboarding, adoption, issue resolution and renewal
Drive a culture where teams take ownership of customer issues and work proactively across teams to deliver solutions
Drive continuous improvement within team performance and process
Use data and operational metrics to inform decision making
What you’ll bring
You bring 5+ years’ experience in senior Customer Success or Account Leadership roles, strong commercial acumen, experience in SaaS or technology environments, and a proven ability to lead teams while remaining hands-on with customers.
To be successful in this role you will have:
At least 3 years' experience in Customer Success, Customer Operations, or Service Management
Demonstrated experience working closely with technical and delivery teams to support product adoption, issue resolution, and revenue growth.
An ability to think strategically
An understanding of Customer Delivery frameworks, processes and tools.
Strong communication, stakeholder management, and problem-solving skills
Commercial acumen and experienced in using of data for decision making
Comfortable working in a fast-paced, growth environment
Bachelor's Degree and/or 7+ years' experience in a customer facing capacity ( eg CSM, AM, Customer Operations or similar).
Why You’ll Love Working at EROAD
EROAD is a true Kiwi success story in the tech sector! Publicly listed since 2012, we’re represented on the NZX and ASX and continue to grow rapidly across New Zealand, Australia, the Philippines, and the USA.
At EROAD, we value diversity and are proud to be a multicultural organisation. We invest in our people through employee recognition programs, EAP offerings, and continuous learning opportunities.
Our people are at the heart of everything we do - we foster a culture of innovation, collaboration, and belonging where you can bring your ideas to life.
Join EROAD and be part of a purpose-driven organisation that’s shaping the future of connected transport - we can’t wait to hear from you.