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Salary: NZD 75,000 - 95,000 / annual
Joyous is an AI-powered feedback and action platform that replaces traditional surveys with dynamic AI conversations. The company works with major telecommunications companies and is expanding into mid-market customers.
As Customer Activation Manager, you will own the post-sale customer journey. Your responsibilities include:
- Understanding customer goals and translating them into simple implementation plans
- Guiding customers through setup and go-live processes
- Coordinating internal team resources to support customer launches
- Managing complexity internally so customers experience a frictionless onboarding
- Building and refining a repeatable activation playbook that scales across multiple customers
- Identifying opportunities to codify activation workflows into the product itself, reducing manual handoffs over time
- Monitoring activation metrics and ensuring customers reach live status quickly and confidently
You'll work directly with founders, the early team, Sales, and Product. Customer feedback flows directly to decision-makers, and your observations can quickly influence product changes. The role is fully remote once ramped, though offset hours (earlier start/finish) are likely to overlap with US-based customers. You'll have significant autonomy in how and where you work.
The team is small, flat, and pragmatic. Success is measured by customers reaching live status with minimal friction and the activation process becoming increasingly repeatable as you learn and improve it.
Benefits include Southern Cross health insurance, six extra paid Joy Days annually, EAP support, home-office setup, stock options, and flexible public holidays.
Requirements:
- Background in customer success, implementation, account management, consulting, or similar customer-facing roles
- Demonstrated ability to organize complexity and drive initiatives to completion (evidence valued over job titles or tenure)
- Experience in B2B software, SaaS, or AI preferred
- Experience in NZ companies supporting overseas customers is valuable
- Exceptional organizational skills and ability to manage multiple customers, details, and commitments simultaneously
- Clear communication style and instinct for finding the simplest path to outcomes
- Proactive mindset: when explaining something repeatedly, you think about improving the product or process rather than accepting manual repetition
- Strong ownership, high work rate, and transparent communication expected
