Customer Success Manager

Our mission is to become the global standard for information sharing.

As a CSM you will play an integral role in helping us to achieve this mission! You will be involved in the full end-to-end customer lifecycle; from pre-sales and onboarding, right through to renewal. You will be our voice of the customer, ensuring that we maintain and improve our standards across both the product and the services we provide.

This is a pivotal role which will see you working closely with both internal and external stakeholders to drive adoption, growth and behavioural change throughout our customer base. You will use data to uncover opportunities and identify risks within your portfolio, tailoring the right solutions that continue to deliver value to our customers.

We are growing fast, so this is a great time to get on board and make your mark!

About FileInvite

FileInvite is a high-growth SaaS platform on a mission to improve 1 billion lives by 2030 through automating client data collection. Our customers are spread across more than 27 countries globally and growing! We are venture capital-funded and have experienced huge growth over the past 5 years.

Our major use case is in financial services, banking, and lending where we help our clients collect loan documents. However, we are also used across university enrollments, legal, accounting, HR, and many other verticals.

We pride ourselves on being an awesome place to work - we've been nominated as one of the top 50 technology companies to work for in New Zealand due to our incredible culture, and not to brag… but we recently scored 88 / 100 in our last eNPS survey! We strongly believe that you grow great companies by growing great people.

We have recently opened our HQ in Denver, Colorado with a brilliant team supporting our growth in the US - come and join them! We operate a flexible working environment and fopr the mostpart this role will be WFH, however you need to be able to commute to central Denver (on occasion) as we further build out the team and office.

What We Offer

• The opportunity to join one of the best technology companies in NZ
• A flexible working environment with one office day per week and the rest working remotely with the option of coming into the office
• Psychological safety to bring your true self to work
• A supportive culture, balanced by the drive to execute at speed
• A chance to join a high-growth business at a key part of its journey
• Ongoing investment in your learning and development

The Role

• Facilitate onboarding and ongoing training sessions through webinars and face-to-face workshops
• Work with the client to identify requirements and provide feedback to the wider business
• Maintain a deep understanding of our product suite to be the subject matter expert for our clients
• Drive product adoption and usage
• Identify common customer challenges and actively suggest better solutions
• Identify opportunities with existing clients for expansion revenue

About You

• 1-2 yrs of experience in Customer Success Management or a similar role
• You love customers and they are your world!
• You have experience in and/or you understand the importance of onboarding
• You are comfortable dealing with different levels of stakeholders (both internal and external)
• You are not scared of technology
• Passionate about contributing positively to continue to build our epic team culture
• Results oriented, drive for achievement
• You are an awesome human - down to earth, approachable and an exceptional communicator

Above the Pack

• Previous experience in a similar role for a SaaS product
• Have an understanding of how financial and/or professional services institutions work