Customer Success Specialist

We're looking for someone who can build proactive customer education into a genuine strategic asset: education that leaves our customers feeling confident and capable, both in our product and in payroll more broadly.

PaySauce makes payroll simple for small businesses across New Zealand. Our customers run cafes, build houses, milk cows and run retail stores. They're not payroll experts; they're experts in their own business, and our job is to make them feel empowered and in control of their payroll. Customer education is how we do that at scale, and it's one of our key strategic pillars. It empowers customers to succeed on their own, fuels acquisition through referrals, and equips our partners to confidently use and recommend the product, multiplying our reach through that channel. It's also critical to what's coming next: a complex, multi-product migration that a strong education programme is essential to landing well.

About the role

You'll champion proactive customer education and help run it as the strategic programme it is. Great education empowers customers to succeed on their own, and one of the clearest signs you're getting it right is avoidable inbound contact coming down, so reducing that is a core measure of your success, though never the whole of the ambition.

You'll get there through proactive customer success: education, enablement and lifecycle engagement delivered across both our legacy product and our new one. You'll find the recurring reasons customers contact us and get ahead of them with the right guidance, and build the proactive playbook of which messages reach which customers at which point in their journey, so you're pre-empting the problem rather than waiting for the ticket. You'll create and run the education that does it, including onboarding nudges, how-to content, videos, in-product guidance and proactive tips, all grounded in real customer and product knowledge so it's accurate and genuinely useful, not surface-level.

A good part of the role is face-to-face. You'll get out into the field with our Partnership Managers, representing PaySauce and educating customers (current and prospect) in person, run partner-specific webinars to enable partners and their clients, and run webinars for employer customers on the product, on payroll topics, and on getting the most out of PaySauce. These are all ways to educate at scale, equip the partners who refer us, and head off the questions that would otherwise come in as contacts.

Underpinning all of it is a real understanding of who our customers actually are and how they best take in information, because what works for one type of small employer won't work for another. You'll use that to design lifecycle and adoption programmes that meet customers at the moments that matter, including onboarding, key milestones, seasonal payroll events, feature adoption and renewal, segmented so your outbound is targeted and useful rather than noise. You'll track the impact of all of it on inbound volume, adoption, satisfaction and retention, then double down on what measurably works and drop what doesn't.

This is a full-time, permanent role based in our Petone office. We're looking for someone who can be in the office 3 days a week to collaborate with your team and the wider business, with some travel for field events or to visit key partners around New Zealand as required. 

About the team

You'll join our growing Customer Success team, reporting to our Customer Success Manager, and work closely with Support, Onboarding, Partnerships and Marketing teams. You’ll work with our Customer Operations team on data, strong operational foundations and building what’s needed in Intercom (or other tooling as required). Growing our outbound, proactive customer education is one of our key strategic initiatives for the year, and this role is central to making it happen. The team around you already holds deep customer and payroll insight. What we're looking for you to bring is the customer success experience: the craft of turning that insight into proactive education that reaches customers at the right time and builds real confidence in our product and in payroll. As you build reusable assets and ways of working, you'll help grow that capability across the whole team over time, not just in yourself.

About you

You really know customer success, and you've delivered proactive customer education programmes that made a measurable difference. Ideally you've done it in payroll or another highly regulated field, where getting the detail right matters, and across both customer and partner channels. This is the core of the role and the main thing we're looking for. 

You have a genuine instinct for different customer types and how they learn, and you tailor education to the audience rather than taking a one-size-fits-all approach. You're confident presenting and educating in person and on webinars, in front of customers and partners alike. You've got strong content and communication skills, able to write clear, useful customer education and segment your messaging so it lands.

You're comfortable with data, identifying what drives contacts, measuring deflection and adoption, and proving what's working. You're self-motivated and collaborative, and you're willing to travel for field events. A working understanding of New Zealand payroll helps you make the education accurate and useful, but you'll be surrounded by a team with deep payroll and customer insight, so it's the customer success and education experience that matters most. Familiarity with customer engagement tooling like Intercom is a bonus.

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!

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