Careers
Customer Migration Lead
We're looking for someone who can plan and drive a complex, multi-team programme, and who'll deliver a good share of it themselves, to carry our customers as well as teams in our business through one of the biggest changes we’ve ever faced.
PaySauce makes payroll simple for small businesses across New Zealand and Australia. Our customers run cafes, build houses, milk cows and run retail stores. They're not payroll experts; they're experts in their own business. Over the next few years, we’re going through a significant exercise to unify our product portfolio, and customers on legacy products will be supported to transition to a new one. This role owns the customer experience through that whole journey. It's about making sure customers feel educated, well supported and genuinely looked after as they move, and that our own teams are ready to deliver it.
About the role
This is a senior, hands-on role that owns the customer experience across migration from end to end: education, onboarding and support, from the first time a customer hears about the change through to being settled on the new product.
You'll map the migration journey from the customer's point of view, find the moments that matter and the points of friction, and design how we carry customers through each one. You'll build the education that does it, including guides, help content, webinars, videos, in-product guidance, FAQs and proactive communications, pitched for small employers who are busy running a business and find change stressful. You'll work with marketing on the messaging and timing so customers hear the right thing at the right point, and you'll sequence all of it to line up with the product's migration cohorts and timeline.
It's not only customer-facing. You'll get our support, onboarding and other teams ready before each cohort moves, building the internal training and reference material they need to answer migration questions with confidence, running readiness checks ahead of each phase and closing the gaps you find. You'll make sure support is geared up for the migration, working with our customer operations team to ensure we have the right content, automation and escalation paths in place, and you'll help feed frontline issues back into education, product and process.
Because this runs across product, development, marketing, onboarding and customer experience, a big part of the role is leading the cross-functional effort. You'll work with people who hold other responsibilities alongside this, so you'll break the work down, allocate clear tasks to the right people, and manage them through to completion, while personally delivering a good share of the work yourself. You'll keep the whole programme on track: timelines, dependencies, risks and progress, with clear and regular updates to stakeholders, and you'll hold the connection points between teams so nothing falls through the gaps. You'll also track how migration is landing, including adoption, satisfaction, support load and drop-off, and use what each cohort teaches us to improve the experience for the next.
This is a full-time, permanent role based in our Petone office. We're looking for someone who can be in the office around 3 days a week to collaborate with your team and the wider business. The rest of the time? Work from wherever works best for you.
About the team
You'll report to our COO and work right across the business: product, development, marketing, onboarding, and customer experience teams. This is a pivotal role at a pivotal time. The migration is one of the most significant things PaySauce will do in the years ahead, and you'll be at the centre of getting the customer experience right. Things move quickly, the work is genuinely complex, and there's real energy around doing this well for the customers who trust us.
About you
You bring real project management or coordination strength, the kind that keeps a complex, multi-team, multi-cohort programme moving to a timeline. But this isn't a pure coordination role. You'll be a key player in delivering many of the initiatives yourself, not just directing them, so you need to be someone who's happy rolling up their sleeves and producing the work as much as planning it. Underpinning all of it is a strong grounding in customer needs, with a real instinct for what customers need when they're navigating change and the ability to translate a complex, stressful move into plain, reassuring advice.
You can lead through influence rather than authority, getting work done with people who don't report to you by being clear about who owns what, and being credible because you do the work yourself, too. You've worked across functions before, bringing product, development, marketing and support together to deliver a shared outcome. Formal product or project methodology is a plus, but it's not essential.
You're comfortable enough with data to track how the experience is landing and adjust based on it. You're self-motivated, organised and calm under a moving workload. Payroll, SaaS or FinTech context is a bonus, as is experience supporting a product migration or major change programme, but the customer experience instinct and the ability to deliver come first.
Why you'll love working at PaySauce
Life is good here with the PayForce. We take care of each other as much as we do our customers: we're built on being empathetic, kind, and people-first.
We're committed to supporting your development and ensuring you feel fulfilled and happy at work. We're dedicated to ensuring everyone feels valued and has a contribution to make to PaySauce's (very bright) future.
You'll get health insurance, birthday leave, extra leave if you're becoming a parent and an invitation to join our employee share scheme. You can ditch the formal office wear. We're pretty laid back, and the office is fun, friendly and close to shops and cafes. Most importantly, you'll have an awesome, supportive crew around you in a company that's really going places.
Want to apply?
Click the link below to apply for this role by 19th July, 2026. We're looking forward to hearing from you!