The posting
Note: Partly is headquartered in Austin, TX with offices in London, UK, Christchurch, NZ and Auckland, NZ. Wherever you're based, we'll connect you with your nearest office for onboarding, and fly you to join the full team for our quarterly "Season Openers" (we cover travel and accommodation). If you're relocating to join us, we can also assist with relocation costs.
🚀 OUR STORY
Partly is building the infrastructure for anyone to repair anything. We believe everything built should be repairable, and we're building frontier AI to put repair knowledge to work, starting with the $2tn automotive market.
Our model, Interpreter, is the first AI purpose-built to understand repair. Trained on 1M+ car models and 1B+ parts, it reads a repair job the way an estimator does, resolves damage into the exact purchasable part, and shows its reasoning with a confidence score. On real production jobs, an estimator working with Interpreter reaches 98.8% parts-list accuracy, against 92.1% with today's tools. It powers PartlyRepair, used by collision shops, workshops and suppliers to take the admin off the job; PartlyLabs, the agentic infrastructure enterprises use to deploy Interpreter across their own workflows; and a developer API.
Founded by ex-Rocket Lab engineers, we've raised a $50m Series B led by DST Global (Anthropic, Airbnb, Meta, TikTok, Spotify), with Blackbird Ventures, WNDR, Activant Capital, Icehouse Ventures, Square Peg, Airtree and Ecliptic Venture Capital. Hear it from the team: Why Partly exists https://www.partly.com/nz/careers/videos/why-partly-exists and AI at Partly https://www.partly.com/nz/careers/videos/ai-at-partly.
🖍️ THIS ROLE
As a Customer Success Manager, you'll own the moment a repairer goes from signed to weekly active, and you'll build the process that makes that repeatable. You report to the Director of Customer Success and join a team that knows the industry and its customers well, but is light on process and systems. That's where you come in.
Once Sales signs a repairer, you take the handoff and drive them to become weekly active, then turn what works into playbooks, tracking and tooling the whole team can run on. Weekly active repairers is the number you own, and helping the team scale how it gets there is the bigger prize.
This is a hands-on, scrappy role for someone who wants real ownership. If you're the person who spots the manual, repetitive thing and quietly systematises it, this role is built for you.
💻 WHAT WILL YOU DO
- Activate newly signed repairers. Take the handoff from Sales and drive each repairer from signature to weekly active: onboarded, trained, and placing orders. Own the onboarding plan and the timeline.
- Build the activation and retention playbook. Turn what works into documented, repeatable process the rest of CS can adopt, so activation scales beyond what any one person can carry.
- Bring data and systems rigour. Set up and maintain clean tracking of repairer health and weekly active. Find the manual, repetitive work and systematise it with light tooling and better process.
- Drive adoption and retention. Run regular check-ins, lift usage of the features that matter, spot churn risk early, and reactivate dormant accounts.
- Be the repairer's main contact post-signature. Become the trusted day-to-day contact repairers call when they need something, and resolve issues end-to-end with Support and Product rather than passing them on.
- Be the Voice of the Repairer internally. Synthesise repairer needs, pain points and feedback into a clear point of view for Product, Engineering and the commercial team.
Want to learn more about the problems we're solving and the culture we're building at Partly? Hear directly from our team here: https://shorturl.at/iAFUX https://shorturl.at/iAFUX*
🥷 YOUR SKILLS
- Early customer success or account management experience. You've owned customer relationships, adoption or retention, ideally at a business that was scaling, and people trust you quickly.
- A process and systems builder. You instinctively spot the repetitive, manual thing and turn it into a repeatable system. You bring structure where there isn't any yet.
- Comfortable with data and tools. You can live in dashboards, spreadsheets and a CRM, read health and usage metrics, and turn them into a clear next action. Light automation or SQL is a plus.
- Hands-on, organised and scrappy. You manage many accounts and plans at once without dropping the ball, and you'd rather build the fix than wait for one.
- Strong communicator across audiences. Credible with a repairer, an engineer and a senior leader alike, adjusting how you explain things to each.
- Ownership mindset and high potential. Proactive, decisive, and hungry to take on more in a fast-moving, high-growth environment.
- (Bonus) Automotive, marketplace or B2B SaaS exposure. A plus, not a requirement; the team already brings deep industry knowledge, so sharp generalists are very welcome.
Please note: if you don't have all the skills/experience listed above but believe you could be outstanding in this role, please still consider applying. Many folks, especially those from underrepresented or marginalised groups, often count themselves out. Please allow us to learn more about you and why you're exceptional!
