- Location
- Auckland office
- Workplace
- Hybrid
- Type
- Full-time
- Department
- Customer Service
- Seniority
- Manager
- Experience
- 1+ years
- Source
- Pinpoint
Description
Customer Enablement & Support Manager (CSM/CS Ops Hybrid)
Application Deadline: 30 June 2026
Department: Customer Success
Employment Type: Full Time
Location: Auckland office
Reporting To: David Watson
Description
About the Role:
We’re looking for an early-career Customer Success professional to help us scale how we support and enable our users.
This role sits at the intersection of:
- Customer training & onboarding
- Customer support (Intercom)
- Customer Success systems & automation
You’ll play a key role in ensuring every Mooven user—across all customers—can successfully adopt and use our platform, while helping us build & maintain the systems that allow us to scale.
Key Responsibilities
1. Own Customer Training & Onboarding (Scaled)
- Deliver live online training sessions for new and existing users
- Maintain and improve onboarding content (webinars, guides, resources)
- Ensure consistent, high-quality onboarding across all customers
- Identify common user challenges and feed insights back into product and CS
- Manage inbound support via Intercom
- Resolve first-line queries and triage more complex issues
- Handle “second-level” support queries with guidance from the CS/product team
- Identify recurring issues and proactively improve support content and workflows
3. Support Customer Management
- Assist with check-ins, usage reviews, and renewal preparation for customers
- Track customer activity and flag risks or opportunities
- Help ensure key customers are consistently engaged and supported
4. Own & Improve CS Systems
- Help manage and improve systems across:
- HubSpot (CRM)
- Intercom (support & engagement)
- Amplitude (product analytics)
- Build and maintain workflows, automations, and integrations
- Improve how we track:
- Customer health
- Product usage
- Engagement
- Partner with CS Leadership and Product teams to scale processes
About You: Skills, Knowledge and Expertise
We’re less focused on years of experience, and more on how you think and operate.
- Have 1–3 years experience in Customer Success, Support, or a similar role
- Are confident running online training sessions or presentations
- Have experience in the configuration & ongoing management of software tools
- Comfort/Experience analysing usage metrics and identifying required actions
- Enjoy helping users understand and get value from software
- Are systems-minded—you like improving processes, not just following them
- Are curious about how tools connect (CRM, support, analytics)
- Are proactive and comfortable taking ownership of problems
What Success Looks Like
- Increased User Retention and Engagement
- Increased adoption of Mooven across customers
- Faster implementation and onboarding of new customers
- Increased customer confidence and proficiency in using Mooven’s platform.
- Tangible improvements in the systems & processes CS uses
- Enhanced feedback loops to inform product development and align Mooven with market needs.
- Strengthened industry presence and recognition for Mooven as a leader in disruption management
Skills
HubSpot