Description

• Own and maintain the SuiteFiles Knowledge Base, ensuring content remains accurate, current and easy to understand
• Create and update help articles, onboarding resources, GIFs, and training content
• Develop customer self-service resources that improve customer experience and reduce support effort
• Support new product releases through customer communications, webinar support, and feature education
• Assist with product testing to build deep product knowledge and provide customer-centric feedback
• Capture customer feedback, feature requests and product improvements through Jira

• Deliver onboarding support and product training to new customers
• Work alongside the Customer Success team to help customers adopt and maximise the value of SuiteFiles
• Facilitate customer meetings, training sessions and product demonstrations
• Partner with Sales, Migration and Product teams to deliver a seamless customer journey
• Support customer retention and advocacy through proactive engagement and relationship building
• Contribute to customer feedback initiatives including NPS, customer surveys and customer success programmes
• Respond to customer enquiries, product questions and technical support requests as required

• Use customer insights and data to identify opportunities to improve onboarding, training and customer outcomes
• Leverage AI tools and emerging technologies to improve processes, content creation and customer experience
• Contribute positively to SuiteFiles' collaborative culture and ongoing growth journey

What we're looking for

• 2-3 years' experience in Customer Success, SaaS Support, Software Training, Customer Onboarding or Knowledge Management
• Excellent written and verbal communication skills
• Experience creating help centre articles, training resources, instructional content or customer documentation
• Strong customer-facing skills with the ability to build rapport and manage expectations
• Experience learning and supporting complex software products
• Strong attention to detail and organisational skills
• Confidence working across multiple priorities and managing competing demands
• A proactive, solutions-focused approach to problem solving
• Curiosity and a genuine interest in technology and continuous learning
• Confidence using AI tools to improve productivity and customer outcomes

• Join a collaborative, inclusive and supportive team that genuinely enjoys working together
• Become a product expert in a growing global SaaS business
• Build and grow your skills across customer success, onboarding, training, content creation and customer engagement
• Work alongside experienced leaders who are invested in your growth and development
• Be part of a business that values innovation, curiosity and continuous improvement
• Hybrid working model with three in-office days each week in Wellington CBD

About SuiteFiles