Customer Success Manager

About the company

FRAMECAD develops construction software, hardware, and related services for customers around the world. The business is focused on helping reshape the construction industry with solutions designed to improve efficiency, reduce cost, and support better outcomes for the planet.

Its offering spans building systems, design and engineering methods, design software, cloud-based business tools, manufacturing equipment, maintenance and parts, training support, and custom components for Modern Methods of Construction. The company serves leading organisations across residential, commercial, military, and government sectors.

Role summary

FRAMECAD is hiring an experienced Customer Success Manager to oversee global delivery operations across systems, software, services, and spare parts. The role ensures a consistent, high-quality customer journey from purchase order acceptance through delivery, commissioning, and final operational handover.

This position centres on governance, operational control, escalation handling, reporting, prioritisation, and coordination across teams to make sure delivery commitments and customer expectations are met worldwide.

Key responsibilities

• Direct and govern the worldwide fulfilment and customer delivery process across systems, software, services, and spare parts.
• Monitor delivery activity from order acceptance through delivery, commissioning, and operational handover.
• Make sure delivery milestones, fulfilment standards, and governance practices are followed consistently across all regions.
• Track open orders, delivery commitments, operational risks, and dependencies across the global pipeline.
• Work closely with Sales, Regional Operations, Engineering, Manufacturing, Supply Chain, Product, IT, and Field Services teams to keep execution aligned.
• Handle customer delivery escalations, build recovery plans, and raise urgent issues to senior leaders when needed.
• Own fulfilment reporting and governance structures, including accurate monitoring of orders, readiness, and performance measures.
• Ensure customers receive proactive updates and a dependable, positive experience throughout the fulfilment cycle.
• Encourage accountability, teamwork, and continuous improvement across regions and functions.
• Coach and support regional customer delivery coordinators and other key operational stakeholders.

Skills and experience

The ideal candidate brings experience in customer delivery, customer success, fulfilment, operations, or service governance. A strong background in coordinating complex activities across multiple regions and delivery programmes is important.

You should understand the full order lifecycle and customer onboarding, and be confident managing governance, reporting, and escalation processes. Experience with ERP and CRM systems such as SAP and Salesforce, plus reporting tools like Power BI, is expected.

Strong stakeholder management, communication, and leadership skills are essential, including the ability to influence others and coach people without direct authority. The role also calls for strong organisation, a customer-first mindset, analytical thinking, and solid problem-solving ability.

Qualifications

A tertiary qualification in Business Administration, Marketing, Engineering, or a related discipline is preferred.

What is offered

• A modern office environment.
• A competitive base salary.
• Regular catering and refreshments.
• Support and resources to help you succeed in the role.

Additional information

This is a full-time, onsite position based in Auckland, New Zealand.

Interested candidates are invited to apply.