Be the voice of the customer, and the engine of retention. Join Storbie as our Customer Success Lead!

You love helping customers win, and you know that great customer success is a growth engine. If you’re at your best when you’re improving the customer experience, strengthening retention, and turning customer outcomes into advocacy and expansion, this role is for you.

About us

At Storbie, we’re trusted by independent pharmacies across New Zealand, Australia and the USA. As the preferred supplier of websites to USA independent pharmacy giant RedSail Technologies’ more than ten thousand clients, our USA customer base is rapidly expanding. Join us and be part of a team that's truly achieving extraordinary results!

About the role

As our Customer Success Lead, you will own customer satisfaction, retention, and expansion across the post-sale journey. You will guide customers from onboarding handover through adoption, support and long-term success. You will leverage AI tools to improve speed, consistency, and quality across customer processes, without losing the human touch.

Key responsibilities:

• Own the customer journey, from onboarding handover through adoption, ongoing success and retention.

• Build trusted relationships with key customer stakeholders and keep a clear view of customer health, risks and opportunities.

• Lead proactive engagement cadences including check-ins, success plans and structured reviews focused on measurable outcomes.

• Identify churn risk early and coordinate practical retention plans that keep customers on track and seeing value.

• Spot and qualify upsell and cross-sell opportunities, partnering with sales to progress expansions.

• Partner with marketing to deliver lifecycle and adoption campaigns, and build customer advocacy through case studies, testimonials, referrals and references.

• Use AI to streamline workflows such as drafting customer communications, improving knowledge base coverage, and identifying trends and root causes.

Why you'll love it here

• Impact: Your wins directly shape Storbie’s future

• Innovation: Freedom to try new things and learn fast

• International Reach: Build relationships across continents

• Collaborative Culture: Fun team with no politics

• Growth Opportunities: Be part of a business scaling globally, with room to grow your role, your skills, and your impact as we expand

• Dynamic Environment: Enjoy a combination of working from home and sharing our workspace with other leading tech organisations in Victoria University’s Taiawa tech hub

About you

You’re a confident, customer-first operator who combines empathy with commercial thinking. You bring structure without overcomplicating things, and you enjoy collaborating across teams to improve outcomes for customers and the business.

You’re our person if:

• You have experience in Customer Success, Account Management, CRM and/or marketing experience in a SaaS business.

• You’re commercially capable and comfortable discussing value, expansion options, and next steps with customers.

• You’re organised, proactive, and strong at follow-through, especially when priorities are moving.

• You communicate clearly in writing and on calls, and you can confidently present to customers.

• You enjoy improving processes and building practical playbooks that make the customer experience more consistent.

• You’re confident using AI tools (Copilot, Claude, and similar) to improve speed and quality, with strong judgement around accuracy, tone and data privacy.

• Bonus: you have experience with pharmacy workflows, healthcare, or customer marketing and advocacy programs.

What else

• We offer flexible working hours with a combination of office-based and WFH.

• You must be based in Wellington NZ for this role.

• You must be legally entitled to work in New Zealand and able to travel overseas.

• We welcome people from all backgrounds to apply. While customer success experience is strongly preferred, we don't expect you to meet all criteria, and training will be provided in the areas you might need to develop.

• Questions about this role? Contact [email protected].