Customer Success Manager

At Appetise , we’re on a mission to revolutionise how food companies understand their shoppers. Imagine being the first company in the world to track not just what people buy, but why and when they choose certain products. That’s what we do. We’re pioneering a brand-new approach called Share of Occasion , giving food brands real-time insights into consumer behaviour backed by data no one else can access. For years, market research has been slow, expensive, and out of reach for many. Only the biggest food companies with large budgets could afford to get insights on shopper habits. We’re changing that. Our data isn’t just about who’s buying what—it’s about the real motivations behind those choices, from grocery planning to product usage. This is a game-changer for marketers in the food industry, empowering them to make smarter, faster decisions that directly drive growth. We’re disrupting the market by bringing these insights to life through our shoppable recipe platform, already loved by over 60,000 New Zealand and Australia households. Think of it as the ultimate meal-planning tool, where consumers find their perfect recipes and brands get invaluable data on consumer choices. Why does this matter? We’re unlocking insights that food brands have never had before—showing them their true competition and helping them stay ahead by deeply understanding their customers’ needs and habits. With Appetise, every meal becomes a chance to gain an edge. We’re a growing, passionate team of 20. With big ambitions for 2025 and beyond, we’re looking to add new talent to help us achieve this bold vision. Our partners, consumers, and investors are all behind us; we’re ready to make global waves. If you’re ready to join a company that’s breaking new ground in consumer insights, we’d love to meet you. As a Customer Success Manager , you will be the key driver of an exceptional experience for our B2B Customers. Your mission is to deeply understand their needs and ensure they maximise the value of Appetise. You’ll proactively manage our B2B FMCG customers, keeping them engaged and satisfied and achieving measurable ROI from the platform. By nurturing strong relationships, you’ll turn customers into enthusiastic advocates by helping them derive value from Appetise. This will help them make more strategic decisions informed by insights that increase their confidence, paving the way for seamless renewals, growth opportunities, and collaboration on co-marketing and referral initiatives. Your role is to ultimately show up for your customers' success and help them thrive with Appetise. You will traverse onboarding, establish success plans to inform mutual investment over a year, educate on Appetise solutions, generate insights from reports and help customers apply these to achieve business outcomes, handle queries and concerns, and seek opportunities for further growth and collaboration. Ultimately, your focus is cultivating strong, lasting partnerships that drive Appetise's mission forward.

Key Tasks

Customer Relationship Management:

• Proven ability to build and nurture strong, long-term relationships with B2B customers, ideally in FMCG or within other SaaS platforms.
• Experience guiding customers through onboarding, adoption, expansion, and renewals to maximise their value.
• Act as the main point of contact and trusted advisor for customers, promptly addressing queries and concerns and helping them better leverage Appetise to increase their confidence and ideation capabilities with our insights.

Onboarding & Adoption:

• Skilled at onboarding new B2B customers with tailored education, activation and support to drive rapid product adoption and value realisation.
• Collaborate with internal teams to ensure seamless customer onboarding, adoption, and retention.

Data Interpretation & Insights Communication:

• Strong ability to understand, interpret, and communicate data-driven insights and reports to FMCG stakeholders.
• Translate analytical findings into practical, actionable recommendations that help customers achieve their goals.

Customer Health & Churn Mitigation:

• Proactively monitor customer health and engagement metrics, identify risks, and implement strategies to reduce churn.
• Escalate unresolved risks to leadership in a timely manner to allow for resolution.

Project Management:

• Organised and able to manage multiple customers, projects, and priorities simultaneously.
• Track and report key metrics such as customer satisfaction, renewal rates, and expansion revenue clearly and accessiblely.
• Conduct regular check-ins and business reviews to track progress, solve challenges, and identify upsell or cross-sell opportunities.

Technical & Process Skills:

• Comfortable with SaaS platforms, analytics tools, and CRM systems like HubSpot.
• Maintain accurate, up-to-date records of all customer interactions, including meeting notes, calls, and contact information within HubSpot.
• Troubleshoot platform issues and promptly escalate bugs or errors to the appropriate teams.

Communication & Advocacy:

• Exceptional written, verbal, and presentation skills for engaging stakeholders professionally and effectively.
• Represent Appetise as the trusted “face of the company,” ensuring professionalism, approachability, and kindness at all events, presentations, and interactions.
• Serve as customers' voice internally, sharing their feedback to drive continuous improvement.

Startup Adaptability:

• Thrives in fast-paced, sometimes ambiguous environments, adapting to changing priorities and pitching in where needed.
• Proactively seeks solutions to challenges and fosters a customer-first mindset.

Your qualities and attributes Now you know the role, who are you?

• You've navigated the realms of brand, marketing, or category management in the FMCG industry.
• You can combine your extensive marketing and brand-building expertise with our actionable insights to deliver strategic brand solutions that add significant value to our customers.
• You grasp the pivotal role of understanding shoppers in FMCG strategy, driving business success.
• You're a stellar communicator, swiftly building rapport and collaborating with diverse personalities.
• Customer experience is your obsession; you excel in problem-solving and solution-finding.
• You adopt a "work smarter, not harder" ethos, adept at managing multiple stakeholders and prioritising impactful actions.
• CRM & CS tools are your domain; familiarity with HubSpot is a plus, but we'll get you up to speed.
• You thrive amidst the uncertainties of a startup, relishing the freedom to innovate and contribute fresh ideas.

At Appetise, our culture drives our success. We pride ourselves on creating an environment where talented and dedicated people thrive. We live & breathe our core values:

• We are strongest as a team
• Change for the better
• Learning from every outcome
• Commitment to our customers

This mindset helps us win in the fast-paced food tech landscape. We’re a true startup - our team contributes ideas that will help shape the future of Appetise. We’re a passionate team, we value open communication, and we don’t take ourselves too seriously. Our HQ is in Christchurch. We embrace future flexibility and offer location and time adaptability. WFH is optional on Wednesdays and Fridays. Work at your peak efficiency. As long as the Mahi is done, we are happy. The salary for this role is up to $110,000. In addition, you’ll be eligible to participate in our employee stock ownership plan. Get in touch! We're on the hunt for the real deal: a new team member who is ready to excel. We're talking about folks who are not just talented but also eager to learn and grow, always asking the "why" behind the "what." Who roll up their sleeves, dive into their work, and bring a sharp intellect to the table. We'd love to see a track record of great wins in your past roles. But it's not just about hard skills; we're also looking for team members who are collaborative, solution-focused and thrive in a fast-paced change environment. In the scale-up stage, all our roles are exposed to strategic planning and end-to-delivery project delivery. We’re a keen bunch and want to deliver our best every time. We want Appetise to be a place for everyone to learn and grow. If you’re unsure that you tick all the boxes but feel you’re close to what we’re looking for, please apply anyway. We’d love to hear from you! This is where you could belong. Once you apply, you’ll hear from us to acknowledge your application. If you have questions about any of the above or any accessibility requirements, we can help you from there. Applications close when we find the right person, so we encourage you to send in your info quickly if you’re interested. #J-18808-Ljbffr