Customer Success Specialist

About the role We're looking for a proactive, customer-focused Customer Success Specialist to play a key role in our customers' experience, from onboarding through to ongoing account management. This is a brand new role, reporting to the Customer Delivery Manager. You'll be a trusted point of contact for our customers — helping prepare documentation, guiding customers through onboarding and product updates, and making sure their ongoing requests, tickets and issues are captured and resolved quickly and professionally. It's a great opportunity for someone who enjoys variety, likes solving problems, and wants to grow their responsibilities as we scale. Key responsibilities Act as a key point of liaison between customers and internal teams, ensuring smooth, professional communication at every stage of the relationship. Lead and support customer onboarding, including gathering and preparing customer documentation, and ensuring a smooth transition into ISAC NZ's systems and services. Manage ongoing customer relationships, acting as a trusted, day-to-day contact once customers are live. Record, triage and progress customer requests, tickets and issues, ensuring they're clearly documented and resolved in a timely manner, working with internal teams as needed. Build and maintain strong rapport with customers at all levels, from operational day-to-day contacts through to senior stakeholders. Maintain accurate and up-to-date customer records. Collaborate with internal teams (technical and delivery) to ensure customer needs are understood and appropriately prioritised. Support the Customer Delivery Manager in tracking customer engagement and identifying opportunities to improve the customer experience. Identify opportunities to improve customer-facing processes and documentation. About you Strong customer service orientation — you genuinely enjoy helping people and building relationships. Technically minded, comfortable engaging with systems and processes, and able to translate technical concepts for non-technical audiences. Excellent written and verbal communication skills, with the ability to build rapport with customers at all levels of seniority. A true self-starter — comfortable taking initiative, rolling up your sleeves, and taking ownership of tasks and problems. Strong attention to detail and organisational skills, particularly around documentation and account records. Confident managing multiple customer interactions and priorities at once. Adaptable and resilient, comfortable working in a small, fast-growing company where priorities can shift. Preferred: Background in supply chain, freight or logistics. Preferred: Experience in a SaaS or technology company, in a customer-facing, onboarding or account management role. Preferred: Familiarity with CRM, product management tools and ticketing systems. About us We're a growing SaaS company specialising in innovative freight management systems. Our platforms empower companies to optimise their supply chains, streamline operations, and reduce costs. We're committed to delivering exceptional value to our customers while providing a collaborative and dynamic environment for our team.