Customer Success

Joyous, is a New Zealand founded cloud-based AI platform that helps organisations get actionable feedback from large audiences through private, one-on-one chats at scale. The platform then automatically delivers a detailed action plan for leaders to execute, with no manual work required. This combination of speed, scale, and AI automation makes Joyous a more efficient, engaging, and action-oriented alternative to legacy survey tools, and far more dynamic than traditional focus groups or interviews.

With a globally distributed team of remote first employees Joyous is already working with some of the world's largest organisations, like AT&T, T-Mobile, Nokia, KFC, Taco Bell and Pizza Hut to name a few. While we are a highly collaborative group of like-minded humans, our team can work in the way that suits them best.

Why This Role Rocks

You’ll be at the heart of helping some of the world’s largest organizations unlock the full power of Joyous - driving measurable business impact through meaningful conversations.

This is a strategic, hands-on role that blends relationship management, technical expertise, and commercial acumen. You’ll partner with customers to design and deliver feedback campaigns that achieve real outcomes, train their teams to self-manage, and share insights that shape executive decisions.

You’ll collaborate closely with Sales, Product, and Partnerships to ensure every customer is successful, engaged, and growing with Joyous.

What You’ll Be Owning (and Loving)

Driving Customer Success & Adoption

• Partner with customers to deeply understand their business goals and translate them into Joyous feedback campaigns that drive measurable impact.
• Configure, launch, and manage campaigns end-to-end - from setup and scheduling to performance analysis and optimization.
• Empower customer teams through training, documentation, and enablement so they can confidently manage campaigns themselves.
• Deliver proactive support and best practices to ensure fast time-to-value and sustained adoption.

Engaging Stakeholders & Delivering Insights

• Build trusted relationships with senior executives, operational leaders, and HR teams.
• Lead campaign reviews and present actionable insights and recommendations that drive business improvement.
• Act as a consultative advisor - helping customers turn feedback data into decisions that matter.

Driving Growth & Expansion

• Partner with Sales to identify and execute upsell and expansion opportunities within enterprise accounts.
• Support pilots, demos, and proof-of-concepts for new prospects to ensure seamless onboarding experiences.
• Collaborate on success stories and case studies that showcase Joyous impact and outcomes.

Collaborating Across Teams

• Work closely with Partnerships to enable and support Joyous partners.
• Partner with Product and Engineering to share customer insights, influence the roadmap, and improve the platform experience.
• Align with Marketing and Sales to ensure consistent messaging and customer alignment throughout the journey.

A Bit About You

• 5+ years of experience in Customer Success, Implementation, or Solutions Consulting roles within B2B SaaS.
• Strong technical acumen - comfortable configuring software, managing integrations, and connecting business requirements to solutions.
• Proven ability to manage complex enterprise relationships and deliver high-impact outcomes.
• Excellent communication and relationship-building skills, from practitioner to C-suite.
• Experienced in delivering onboarding, enablement, and training programs.
• Analytical, empathetic, and creative - a problem-solver who connects insight with action.
• Familiar with data visualization and storytelling through metrics.
• Bonus: experience working with telco, utilities, or other large distributed organizations.

How we work

• Remote-first, NZ-based with a global team
• Travel to see customers if required, including an annual kick off usually in New Zealand!
• Competitive salary, commission, and equity
• Flexibility, purpose, good humans
• A team that values progress over perfection, and conversation over command

‍

‍