Head of Customer Success

About the role

We are seeking a Head of Customer Success to lead our fast‑growing AI technology business in New Zealand. This senior position combines strategic account ownership with team leadership, allowing you to shape the customer success function from the ground up while acting as a trusted advisor to enterprise clients.

Key responsibilities

• Own and manage a portfolio of strategic enterprise accounts, driving adoption, retention and expansion.
• Lead, mentor and develop Customer Success Managers and Deployment Engineers, fostering a high‑performance, customer‑centric culture.
• Design and implement scalable success frameworks, including onboarding programs, health scoring, playbooks and performance standards.
• Serve as the primary escalation point for complex issues, ensuring swift resolution and strong client relationships.
• Conduct executive business reviews, strategic planning sessions and stakeholder meetings.
• Collaborate with senior leadership on customer health initiatives, product feedback and growth strategies.
• Support recruitment, onboarding and talent development as the organization expands.
• Bridge customer‑facing teams with technical implementation resources to guarantee successful project delivery.

Required profile

• Previous hands‑on technical implementation experience (e.g., Solutions Engineer, Deployment Engineer, Technical Implementation Consultant).
• Proven leadership experience managing, coaching and developing teams.
• Strong technical knowledge of APIs, webhooks, integrations and software implementation processes.
• Demonstrated success managing complex enterprise relationships throughout the full customer lifecycle.
• Experience building customer success processes and operational standards in fast‑paced environments.
• Excellent verbal and written English communication skills, with the ability to engage executive stakeholders.

Required skills

• APIs
• Webhooks
• Integrations
• Software implementation