Customer Success Advisor

Customer Success Advisor — High-Ticket Wellness Products | End-to-End Customer Journey Starting part time, progressing towards full time HealthHQ is a fast-growing New Zealand wellness company specialising in premium saunas, ice baths, chillers, and complete home and commercial recovery setups. We are looking for a highly organised, proactive, customer-focused Customer Success Manager to own the customer experience from the moment a customer pays their deposit through to final delivery, assembly, setup, and review collection. This is not a basic customer-service role. You will be the person responsible for making every customer feel informed, cared for, and confident throughout what can be a long, high-value order journey. The Role You will manage the full post-purchase customer journey, including: • Welcoming customers immediately after payment and clearly explaining the process ahead. • Confirming order details, delivery address, product specifications, site requirements, electrical requirements, and assembly requirements. • Creating and maintaining clear customer records in our CRM and operations systems. • Sending consistent, proactive weekly updates throughout manufacturing, freight, customs, and delivery. • Ensuring customers do not need to chase us for updates. • Responding professionally and promptly to questions, concerns, delays, or changes. • Working closely with our supplier and logistics teams to understand each order’s current status and communicate this clearly to customers. • Coordinating local delivery throughout New Zealand. • Organising local assembly and installation with our assembly agents. • Making sure assembly is planned in advance wherever possible, ideally before delivery arrives. • Sending complete job information to assembly partners, including customer details, product details, manuals, delivery information, and required services. • Following up with assembly agents to confirm the assigned installer, customer contact, and confirmed assembly date. • Ensuring packing crates, rubbish removal, and any agreed post-delivery services are completed. • Conducting post-delivery and post-assembly follow-up. • Resolving customer issues quickly and escalating risks before they become major problems. • Asking for and securing Google reviews from happy customers. • Identifying opportunities for referrals, testimonials, photos, and repeat purchases. What Success Looks Like Your performance will be measured around customer experience and operational execution, including: • Customers receive timely, proactive weekly updates. • Customers rarely need to contact us asking where their order is. • Orders are correctly tracked from payment through to completion. • Delivery and assembly are organised smoothly and with minimal customer stress. • Customers are well prepared for delivery, site readiness, electrical requirements, and assembly. • Issues are identified early, communicated clearly, and resolved professionally. • More completed customers leave positive Google reviews. • Our founder and sales team can focus more on growth, sales, supplier relationships, and strategy because you fully own the customer journey. Required Experience We are looking for someone with experience in a role such as: • Customer Success Manager • Account Manager • Project Coordinator • Operations Coordinator • Client Services Manager • Logistics or delivery coordination • High-ticket e-commerce or made-to-order products • Home improvement, construction, furniture, installation, wellness, or premium consumer products You must be: • Exceptionally organised and detail-focused. • Proactive rather than reactive. • Confident communicating with customers by email, phone, and messaging. • Warm, professional, and capable of handling difficult conversations calmly. • Comfortable coordinating multiple moving parts, deadlines, suppliers, delivery teams, and installers. • Able to maintain accurate CRM notes, trackers, task lists, and customer records. • Strong in written English, with the ability to write clear and reassuring customer communications. • Comfortable working with systems such as Pipedrive, Monday.com, Google Workspace, spreadsheets, and task-management tools. • Available to overlap with New Zealand business hours. Preferred Experience It would be an advantage if you have experience with: • New Zealand logistics, freight, delivery, or installation coordination. • Managing made-to-order products with long lead times. • Google review collection and customer retention. • CRM automation and workflow management. • Working in a small, fast-moving business where processes are being improved as the company grows. Important We need someone who takes real ownership. You should not wait to be told every next step. You should be naturally checking order status, identifying risks, following up with partners, communicating clearly with customers, and keeping everything moving. The ideal person will help us build a world-class post-purchase experience where every HealthHQ customer feels looked after from day one through to enjoying their completed sauna, ice bath, or wellness setup. Availability & Growth Opportunity • You must have clear, professional spoken English and be confident communicating with New Zealand customers by phone where required. • You must be available to work within New Zealand business hours, between 9:00am and 5:00pm NZ time, with meaningful overlap across the working day. • All roles will begin on a part-time basis, with agreed hours based on the role and candidate availability, with the intention for this to increase to full time as experience and output increases • There is a genuine opportunity for hours to increase toward full-time over time, based on demonstrated performance, reliability, capability, business needs, and your ability to take greater ownership within the role. • We are looking for long-term team members who want to grow with HealthHQ, contribute to improving our systems, and take on more responsibility as the business expands. To Apply Please include: 1. A short summary of your relevant customer success, account management, project coordination, logistics, or operations experience. 2. Examples of products, services, or projects you have managed from purchase through to delivery or completion. 3. The systems you have used, such as CRMs, project-management tools, spreadsheets, or customer-service platforms. 4. Confirmation that you have read the above and are happy with the expectations and process with starting part time with the intention that you will be full time in the future 5. A short answer to this question: A customer has paid for a made-to-order sauna with a 12–16 week delivery journey. What would you do in the first seven days to make them feel confident, informed, and excited about their purchase? Thank you and looking forward to hearing from you, The HealthHQ Team