Capability Lead – Customer Success

About the role

We are seeking a practical, people‑focused Capability Lead to shape learning, onboarding and development across our Customer Success function. Based in East Tamaki, Auckland, the role operates on a hybrid schedule, allowing a blend of on‑site collaboration and remote work. The successful candidate will partner with Customer Success teams to build capability frameworks that support high‑quality service delivery.

Key responsibilities

• Design, deliver and continuously improve learning programmes tailored to Customer Success staff.
• Develop and manage onboarding pathways that accelerate new‑hire productivity.
• Identify capability gaps through collaboration with managers and propose targeted development solutions.
• Track, measure and report on the impact of training and development initiatives.
• Foster a culture of continuous improvement within the Customer Success department.

Required profile

• Practical and people‑focused mindset.
• Proven experience leading capability, learning or development initiatives in a customer‑service environment.
• Strong collaborative approach with the ability to work across teams.

Required skills

What we offer

• Competitive salary package.
• Laptop and mobile phone provided.
• Flexible working arrangements.
• On‑site parking at the East Tamaki location.