Customer Success Manager

Company Description

Mindhive Global is a New Zealand based, AI-driven technology company, operating at global scale. Using advanced machine vision and bespoke AI models, the company enables tanneries to grade hides accurately from wet-blue to finished leather and identify defects with greater accuracy and consistency than manual inspection. This verified quality data supports stronger supplier negotiations, improves traceability, and informs strategic decisions. By optimising order fulfillment and quality control, Mindhive Global helps customers increase efficiency, reduce waste, and build more resilient supply chains.

The Role

This is not a SaaS helpdesk role! It is TAM flavoured role, not a pure relationship role.

You will own the day-to-day success of a small portfolio of large, multi-year contracted enterprise accounts - each operating across multiple sites in multiple countries. You'll work across the full stack: hardware-enabled software deployments in industrial environments, platform adoption, data analysis, executive QBRs, and commercial expansion. You'll be the person who makes Mindhive's verified hide data deliver measurable business value for customers — and who documents and proves that it does.

In practice, that means:

• Owning the full customer relationship across every stakeholder layer — from site operators on the production floor to executive sponsors in the boardroom — and building multi-threaded coverage so no account is ever dependent on a single contact
• Driving onboarding and implementation as the primary customer contact, working alongside Field Operations through installation and onboarding, with a target of time-to-value under six months
• Analysing operational and customer data site by site, translating findings into clear insights for both customer and internal audiences — and always validating findings against the customer's operational reality before presenting them
• Running Quarterly Business Reviews with executive sponsors, owning the value realisation narrative, and documenting ROI in a form customers can take directly into their own internal reporting
• Maintaining a five-dimension customer health dashboard — Relationship, Business Value, Operational Delivery, Adoption, and Commercial Momentum — and flagging risks before they escalate
• Surfacing expansion opportunities — additional sites, new product lines, geographic rollouts — and handing them to Commercial with enough context to act
• Supporting renewal preparation 12–18 months in advance, with a documented value summary and business case

You'll report directly to the Chief Customer Officer (who is based in Auckland New Zealand), and work alongside Commercial, Field Operations, and Product.

What this role requires

• Fluent English: written and spoken;
  all customer and internal work is conducted in English;
  
  

(additional languages preferred, especially Portuguese)

• Demonstrated experience managing more than three enterprise customers simultaneously, across multiple countries. If your experience is domestic or single-account, this role is not the right fit
• Experience with large, strategic accounts on multi-year contracts: you understand how enterprise relationships are built and protected over time
• Technical fluency in hardware-enabled software environments: you can engage credibly with IT and operations teams, understand system integrations, and interpret operational data without needing a translator
• Willingness and ability to travel up to 50% internationally (Brazil, Argentina, UK, Germany, and expanding)
• Ability to work as a full-time independent contractor, invoicing a New Zealand company

What will make you stand out

• Background in sectors where technology is deployed into physical operational environments: manufacturing, food processing, mining, logistics, utilities, or similar
• Experience with hardware + software deployments (definitely NOT pure SaaS)
• Data analytics capability: Power BI, Tableau, Looker, or equivalent
• Active, daily use of AI tools to improve your own output and analysis quality
• Familiarity with formal customer success frameworks and methodologies

What you'll be measured on

Relationship health, documented ROI delivered for each account, platform adoption rates, onboarding time-to-value, and commercial expansion. You'll own the full customer health picture — not just satisfaction scores.

Compensation

Competitive, commensurate with experience. Paid in USD as a contractor engagement.