Head of Customer Success


About Rocketspark

Rocketspark has created an award winning, beautifully simple website builder and ecommerce platform. We take pride in what we do and we use Rocketspark to do good in the world. We started here in New Zealand 12 years ago and now have thousands of clients in over 30 countries. We listen intently to customers, we’re agile and deliver on customer needs, ensuring no one gets lost in the system. We live and breathe our customer feedback while going above and beyond to help clients succeed.

Rocketspark won the supreme award and the excellence in business award at the 2021 Waipa Business Awards. We are fast-growing, expanding internationally and invest heavily in R&D and innovation. We exist to create a better life for small business owners, our partners, the Rocketspark team, and the world around us through our beautifully simple software, services, and a passion to go above and beyond for our people. The most recent example of this was offering over 500 free website subscriptions to our design partner community to pass onto not for profit organisations in their communities from all over New Zealand, Australia & the UK.

We achieve a lot of our success in partnership with our design partners who are a close-knit community. Check out what our partners had to say at our recent partner conference: 

About the Role

This is a new senior role which will lead Rocketspark’s world-class customer service team at an exciting time for the company. As Head of Customer Success you will prepare Rocketspark for the next stage of growth and extend Rocketspark’s reputation of delivering world-class and industry leading customer service to our existing and new customers and our partners. 

You will be a leader with the ability to craft a cutting edge strategy for growth and lead a motivated team to deliver the strategy. Your responsibilities will include:

  • Developing a customer success strategy to ensure we build on our excellent NPS ratings as Rocketspark continues to grow
  • Providing operational expertise, support, training and leadership to the customer success team on a day-to-day basis
  • Creating and implementing innovative ways of building our growing customer success team
  • Working collaboratively within Rocketspark to review customer insights, identify opportunities and areas of change to constantly identify and implement process improvements
  • Driving results for Rocketspark while creating true success for our customers.

Essential skills we are looking for

  • 4+ years experience in a customer success, customer support or account management role, ideally in a SaaS environment but this is not essential
  • Track record of improving results by developing strategies, processes and systems
  • Previous experience developing a high performing team
  • Proactive, creative person who takes initiative and gets things done
  • A people person - friendly, authentic with a strong ability to build rapport
  • Excellent attention to detail
  • Excellent communication skills, in particular excellent grammar and writing skills
  • Able to use numbers and insights to identify patterns and opportunities
  • Vision and enthusiasm for the potential of this role
  • A demonstrated history of going above and beyond for customers and team members.

Why you should work for Rocketspark

Rocketspark is a motivated organisation, we provide a caring, supportive and friendly working environment and special family culture where we look after our people well. We’re highly focussed on making a difference in the world and support a large number of charities, not for profits and social enterprises. 

This role is an opportunity to make your mark in a business that is going places. You will have strategic influence over one of the most important areas of Rocketspark.

Rocketspark HQ is in Cambridge, a beautiful Waikato town, just under 2 hours drive from Auckland. Our preference is to have someone working from our Cambridge office but for the right person we would consider flexible working options.

To Apply

If this opportunity sounds like you, please fill out the form below with a link to your cover letter explaining why you’re excited about this role, along with a link to your CV. Only applicants with the right to work in New Zealand will be considered for this position. 

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