Customer Success Manager

TL;DR (too long; didn't read):

We’re recruiting a Senior School Success Lead to protect and grow long-term school partnerships at Komodo. You will own what happens after the contract is signed. You will turn onboarding into confidence, usage into habit, and outcomes into renewals and expansion. This is a commercially accountable role with real influence across Product, CX, and Leadership.

If you care about impact in schools but also think in terms of NRR, adoption metrics, and executive relationships, keep reading.

Why join Komodo now?

Komodo is helping schools across the world lead with wellbeing through insight, education, and a platform built to scale.

• You’ll work in a growing global EdTech business with real traction

• You’ll work on meaningful problems that affect young people

• You’ll have a clear scope to evolve you career

• You’ll have access to commission and ESOP

This is a chance to combine commercial rigour with purpose.

The role at a glance

• Role title: Customer Success Manager (known internally as School Success Lead)

• ️ Role level: E3 Senior

• Reports to: Chief Product Officer

• Start date: ASAP

• Location: Christchurch (hybrid, office-first)

• Hours: Full-time permanent, 1000-1800 for customer coverage

• Package: Salary + Commission and Benefits - dependent on experience and we’re happy to discuss what that would look like for you specifically during our interview process.

Why this role exists

Komodo works with 160+ schools across 30+ countries. Schools choose us because wellbeing matters. They stay with us because we deliver.

This role protects that delivery.

You exist to ensure schools adopt Komodo deeply, embed it into their wellbeing strategy, and renew with confidence. You will own the lifecycle from onboarding to renewal and expansion, ensuring that customer health is proactive, measurable, and commercially strong.

If we get this role right, NRR improves, churn risk becomes predictable, and schools become advocates.

What you'll own

• End-to-end onboarding and rollout for your school portfolio

• Structured engagement cadence across the school lifecycle

• Renewal conversations and expansion opportunities

• Portfolio health tracking using HubSpot, Gong, and product usage data

• Risk mitigation plans for at-risk accounts

• Executive-level reviews with school leaders

• Feeding structured insight back to Product and Marketing

• Contributing to the Komodo Customer Success Playbook

You are the single point of accountability for post-sale success within your portfolio.

What success looks like in the role

In the first 90 days:

• You are confidently managing your portfolio

• You understand renewal mechanics and participate in commercial conversations

• You can interpret customer health signals using CRM and usage data

• You are running onboarding and reviews with increasing independence

At 6–12 months:

• Net Revenue Retention at or above target

• Fewer last-minute renewal risks

• Schools clearly articulating the wellbeing outcomes Komodo delivers

• Evidence of expansion within your portfolio

• Product and Marketing actively referencing customer insight you’ve surfaced

• Confidence presenting to senior school leaders

What you'll bring

Must haves

• 5+ years experience in Customer Success or Account Management

• Experience in SaaS, ideally in a startup environment

• Strong commercial awareness, comfortable discussing contracts and renewals

• Confident presenter with senior stakeholders

• Experience shaping or improving CS processes

• Strong technical proficiency and CRM literacy

• Ability to spot churn risk early and act decisively

• Structured, systems-led thinking

Nice to haves

• EdTech experience

• Experience working with schools or education leaders

Expected challenges

We believe in transparency to ensure you have a realistic job preview. Here are the key challenges you should expect:

• Schools operate on seasonal budgets, which affects commission timing

• Some onboarding and training work is currently stretched

• You will need to bring maturity into a CX function that is still evolving

• You will balance empathy with commercial accountability

If you prefer purely reactive support roles, this will feel uncomfortable.

If you like shaping a function and owning results, this will energise you.

How we work

We are an office-first, high-trust team based in Christchurch with a strong culture of in-person collaboration.

• Responsible autonomy: You are trusted to manage your portfolio without micromanagement. Outcomes matter.

• Learning and candour: We value direct, respectful feedback. You will be expected to reflect, improve, and raise concerns early.

• Impact first: We care deeply about wellbeing in schools, but we also run a disciplined SaaS business. Both matter.

How to apply

Interested? Apply via the link below and tell us why this role with Komodo speaks to you.

We know from research that people, especially women and those from under-represented groups, often hesitate to apply unless they meet close to every listed requirement. If this role sounds like it could be a good match, even if you do not tick every box, we would still love to hear from you.

We sometimes use artificial intelligence tools to support parts of our hiring process, such as helping us review applications or understand experience at scale. These tools simply assist our team and they never replace human judgement. Every decision about progressing or hiring a candidate is made by real people. If you would like to understand how your data is used as part of this process, you’re welcome to get in touch with us.