Enterprise Customer Success Manager

As an Enterprise Customer Success Manager, you will play a critical role in managing and nurturing relationships with our largest and most complex customers, driving satisfaction, product adoption, and long-term growth. This role is based in our Auckland office, with a hybrid working arrangement following an onsite onboarding and training period.

The Customer Success team manages the ongoing relationship with our enterprise customers after they go live, working closely with our Implementation, Support, Product, and Sales teams to make sure customers get the full value out of our software and services. You'll be a key part of that team, acting as the primary point of contact for a portfolio of enterprise accounts.

In this role:

• You'll act as a trusted advisor and primary point of contact for a portfolio of enterprise accounts.
• You'll partner with Implementation, Support, Product, and Sales teams to understand customer objectives and ensure a seamless experience from onboarding through renewal.
• You'll build and execute tailored customer success plans that drive adoption, satisfaction, and value realization.
• You'll monitor customer health, proactively flagging risks and working cross-functionally to resolve them before they become problems.
• Your day-to-day will include leading business reviews, tracking support cases and feature requests, and making sure customers have the resources they need to get the most from our products.
• You'll identify opportunities for account growth and support the business case for renewals and expansions.
• You've helped shape product and process improvements by advocating for customer feedback across the business.

Why this role matters:

Enterprise customers are some of our most valuable and complex relationships, and the work you do here directly protects retention, drives expansion, and shapes how customers experience our products long after the initial sale. You'll be the connective tissue between our customers and the teams who build and support our software, making sure their voice is heard and their success is a shared priority.

What you need to succeed:

• 2+ years' experience in customer success, account management, or implementation within software, SaaS, or a comparable customer-facing role
• Strong understanding of customer needs, with a proven ability to build trust and confidence at a senior, enterprise account level
• Solid analytical skills, with the ability to interpret account data, identify risks and opportunities, and recommend solutions
• Excellent verbal and written communication and presentation skills, with the ability to influence and build rapport
• Confidence setting commercial expectations with customers when discussing new products, services, or contract terms
• A track record of resolving customer issues in a timely, professional manner
• Experience with veterinary or animal health software (e.g. ezyVet, NEO, Cornerstone) or comparable practice/customer management systems
• Comfortable with a hybrid and/or virtual office based role, with up to 1-2 weeks of potential travel per quarter, required for practice field experience and perspective

What you can expect from us:

• Clear career growth opportunities within a global organisation
• Fully subsidised Southern Cross Health Insurance
• Subsidised parking via Parkable
• Structured onboarding and ongoing development
• Hybrid working following successful onboarding and training
• Modern Auckland office, including free gym and rooftop terrace
• Dog-friendly workplace

Why IDEXX:

We're proud of the work we do, because our work matters. An innovation leader in every industry we serve since 1983, our team members help pet owners worldwide keep their companion animals healthy and happy, ensure safe drinking water for billions, and help farmers protect livestock and poultry from disease.

We have customers in over 175 countries and a collaborative global workforce. Our culture embraces challenges and encourages learning and discovery. At IDEXX, you'll be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.

If meaningful work and a sense of purpose are at the top of your list, you'll find it here. Let's pursue what matters together.

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.

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