Are you a seasoned leader who knows how to turn great customer service into long-term, strategic success? We’re on the hunt for a National Customer Success Manager who’s equal parts visionary, team-builder, and customer champion. If leading with purpose, driving transformation, and delivering meaningful customer outcomes is your thing — keep reading.
About Us
As the nation's leading provider in sustainable solutions, we're dedicated to preserving our stunning environment while maximizing the potential of our resources.
At WM New Zealand, Sustainability isn't just a goal—it's our way of life!
Job Description
This is a pivotal national leadership role, based in Auckland, with a clear mandate: take our customer experience from great to exceptional. You’ll lead from the front, evolving our service culture, embedding customer-first thinking across the business, and making sure our customers not only stay with us — but grow with us.
What you'll do
Lead a team which serves as the primary point of customer service, providing exceptional support and guidance throughout their journey with our products or services.
Evolve the function to proactively identify and address customer needs, concerns, and opportunities for improvement, collaborating with cross-functional teams to deliver tailored solutions.
Develop and implement customer success strategies and engagement plans, to maximise customer value and adoption.
Analyse customer data and feedback to identify trends, opportunities, and areas for improvement, and lead or co-ordinate the opportunities and improvements.
Bring AI and innovation to life by implementing smart, omni-channel customer experiences that evolve with our business and our customers.
Collaborate with sales, dispatch, operations, marketing, finance and credit teams to ensure seamless customer experiences and alignment with business objectives.
Represent the voice of the customer within the organisation, advocating for their needs and driving continuous improvement.
Conduct regular customer health checks, reviews, and business reviews to monitor customer satisfaction and identify potential risks or opportunities.
Qualifications
What we’re looking for
15+ years’ experience leading large-scale customer service operations, ideally across a distributed, national team.
Proven ability to lead teams through complex change, embedding new processes, technologies, and ways of thinking.
A background in mid-to-large service-based organisations, where you’ve led at a senior management level and delivered commercial outcomes.
Demonstrated experience with digital customer platforms, AI projects, and customer experience tech that boosts performance.
A culture-first leader who sets the standards for development and coaching for success.
Strong grasp of customer journey mapping and experience design, always keeping the customer at the heart of everything.
A collaborator by nature — someone who can align performance across regional managers and work cross-functionally with ease.
Excellent interpersonal and persuasive skills, with a track record of influencing across all levels of an organisation.
A compliance-minded operator who understands the importance of process discipline, monitoring, and continuous improvement.
Tertiary qualifications in business or a related discipline (or equivalent experience).
A confident planner and organiser, who thrives in a fast-paced environment and leads by example.
A communicator who connects — verbally and in writing — with clarity, confidence, and empathy.
A resilient, adaptable team player who handles pressure with a calm head and a can-do attitude.
A safety-conscious professional who understands risk, and what it means for frontline service delivery.
Willingness to travel across New Zealand as needed
Bonus points if you understand the waste management industry, but not essential — we’ll teach you.
Additional Information
Why You’ll Love Working with Us
Because we’re a business that genuinely cares. About our people, our customers, and doing things the right way. We’re on a journey to raise the bar — and we’re looking for someone who’s ready to leave their mark.
We believe in growth – you’ll have plenty of opportunities to develop your skills and advance in your career. You can also enjoy company perks like an on-site café, free parking and discounts with Southern Cross Health Insurance.
If you're ready to lead change, empower people, and build meaningful customer relationships at a national level — we want to hear from you.
National Customer Success Manager