Senior Customer Success Manager

We're TakeoffQS, a start up building AI residential estimation software. We're live with real building companies across New Zealand and moving fast into Australia. We're lean now and scaling hard, and we're hiring a Senior Customer Success Manager to own our highest-value accounts end to end.

This isn't a "point of contact" job. After sales hands an account over, you own the relationship: get them live, get them using the product every day, keep them, and grow them. You'll carry a target, drive upsells (with the chance to negotiate commission on what you grow), and help build the customer success function as we scale.

What you'll own

• Onboarding, adoption and training across your accounts, including the training content itself (guides, videos, playbooks, in-app help).
• Renewals, retention and upsell.
• Account health: spot at-risk clients early and act before they churn.
• On-site training at client and merchant sites across New Zealand.
• Turning happy clients into references and case studies.
• Building the playbooks and tooling the next CS hires inherit.

You'll fit if you

• Know the building world. Estimating, quantity surveying or building materials experience is the ideal background.
• Have a real commercial edge and like carrying a number.
• Are technically sharp and genuinely good (or back yourself to get good) with AI tools (Claude Cowork, Codex etc.). The product changes every week and so will the way you work.
• Run on high agency and up for the challenge in a fast, scaling, sometimes messy environment.

How we work (read this before you apply)

• This is not a normal place to work. We work at pace, with intensity. We're lean now and scaling fast, so everyone here buckles up for the ride. In return you own your work and make the calls. We have a high tolerance for failure in the pursuit of winning. If that sounds like your kind of place, hit me up.

How to apply

Email Nick Latty - ***email_hidden*** with:

• (1) why you want this job
• (2) one line on your building / estimating / QS / materials background
• (3) one example of how you've used AI tools to make yourself faster. No formal CV needed yet.
• (4) a link to your LinkedIn

Note we're interviewing as applications come in.