Customer Success Manager

Customer Success Manager
Mutu Auckland, New Zealand

Mutu
Customer Success Manager
Mutu Auckland, New Zealand
3 days ago 113 applicants

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Mutu (mutu.co.nz) is a fast-moving, SaaS startup on a mission to revolutionise resource efficiency across Aotearoa. We help businesses reduce waste, improve utilisation of the things they own and report on the sustainability outcomes and we are now working with some of NZ's most recognisable brands. As a fast-growing startup, we're obsessed with delivering real value to our customers, and we need a Customer Success Manager who’s equally passionate about driving success and disrupting the way companies manage their resources.



As our Customer Success Manager, you'll be the tech-savvy guide for new customers, making sure they crush their onboarding experience with Mutu. You’ll own the implementation process from the moment the deal is closed, acting as the bridge between our product and our customers’ goals. You’re not just solving problems—you’re anticipating them. Your mission is simple: ensure our customers are set up for success, empower them to get the most out of Mutu, and keep them engaged and thriving in the long run.



As the Mutu Customer Success Manager you will:



Take the wheel on customer onboarding – From setup to go-live, you’ll make sure our customers get up and running with Mutu smoothly and efficiently.
Be the go-to guide – Help customers understand how Mutu can unlock their full potential, walking them through the ins and outs of the platform.
Spot opportunities before they become problems – Monitor customer usage data and feedback, preemptively addressing challenges and tweaking the experience to ensure success.
Build killer relationships – Become a trusted partner for our customers, understanding their business goals and tailoring the Mutu experience to exceed their expectations.
Collaborate like a pro – Align and feedback what you do with our Sales, Product, and Marketing strategy to ensure a seamless customer journey from sales handoff to long-term success.
Design killer training programs – Create personalised training sessions and ongoing resources that empower customers to take full advantage of what Mutu has to offer.
Be the churn prevention hero – Keep a close eye on engagement metrics, and stay ahead of any customer dissatisfaction by solving issues before they escalate.
Data-driven insights – Gather and analyse customer feedback and success metrics to drive improvements and ensure customer satisfaction remains sky-high.


You have:



5+ years in a Customer Success or Implementation role in a SaaS environment (Bonus points for startup experience).
Tech-savvy and product-obsessed – You’re comfortable navigating complex platforms and explaining them in simple terms.
Natural problem solver – You’re all about figuring things out and coming up with creative solutions that work for the customer and us.
Project management skills – You can juggle multiple implementations without breaking a sweat.
Data-driven mindset – You love diving into metrics, figuring out what’s working, and using insights to improve.
Great communicator – You know how to make complex things sound simple, and you’re great at building trust with customers.
Startup mentality – You thrive in a fast-paced, agile environment, and you're always looking for ways to improve.


Why Mutu?



Be impactful - Every action you take will have a direct impact on the success of our company and your ideas will help drive where we head in the future
Be sustainable - our core focus is to help organisations become more sustainable to create a better future for Aotearoa
Be pioneering - Mutu is passionate about disrupting the way companies manage their resources
Be balanced - An awesome working from home + office balance with an experienced and highly motivated team


Other stuff



Salary: $110k - $160k OTE (includes a performance bonus)
Role is based in Auckland
Application process with consist of 2 interviews and an assignment
Applicants must have a valid NZ / AU working visa (no sponsorship offered)