At Loaded, we understand that the hospitality industry is about more than just serving food and drinks. It's about creating memorable experiences, fostering connections, and supporting the passionate individuals who make it all happen.

Why? Because Loaded's journey began not in the tech world, but in the bustling kitchens and vibrant dining rooms of a 12-site hospitality group across New Zealand. Frustrated by the limitations of existing systems and processes, we found ourselves struggling to manage and grow our business efficiently.

That's when Loaded was born – out of a genuine need to solve real problems that we ourselves were facing in the hospitality industry. What started as an in-house solution to our challenges soon became a groundbreaking platform, shaping success not only for us but for thousands of customers in New Zealand and Australia.

Our all-in-one platform offers real-time insights into sales, labour, and inventory management, giving hospo teams the kind of visibility and control they really need. From rostering staff efficiently to tracking the finest details of their inventory, Loaded transforms complex tasks into seamless processes that are aligned to the specific goals of a hospitality business.

But Loaded is more than just technology, and our commitment to the industry goes beyond software; we aim to make a tangible difference in the performance of hospo businesses and the lifestyles of those who run them.

How does this role deliver impact?

At the heart of hospitality is consistency, efficiency, and control - and that's exactly what this role helps our customers achieve. As Loaded’s Customer Success Manager, you play a critical role in turning new signups into long-term, successful users. By guiding customers through a high-impact onboarding experience, you’ll ensure they adopt the platform quickly, solve the specific problems they came to us with, and build momentum in their business from day one. Your work will directly influence retention, expansion, and the overall growth of our customer base - while also shaping how we continuously improve our product and onboarding experience.

Your duties and responsibilities:

In this role, your day and responsibilities will look a little like this:

Gathering an understanding of the customers burning problems via the Account Executive that has been working with the customer during the sales process.

Confirming with customers the problems they would like to solve by using Loaded and the time they have available to implement.

Creating an easy to understand training and implementation programme for all recently converted customers.

Delivering easy to understand online training for customers so that they are loving Loaded and understand how to best use it in their business.

Ensuring customers know where they can go in the future to get help if they ever have a problem or a question with Loaded, so they never feel lost.

Scoping and estimating hours for bespoke implementations when a customer needs hands-on support beyond the standard onboarding.

Managing the implementation of customer data into Loaded, ensuring everything is accurate, complete, and delivered on time.

Providing quality feedback to the sales team on where process and communication improvements could be made.

Providing quality, systematic feedback to the product team on areas that could be improved in the product for recently converted customers.

Helping the support team to provide quality customer support as and when required.

Collaborating constantly with the rest of the team. You won’t even think of it as collaborating because keeping people up to date comes so naturally to you.

Picking up the phone to keep onboarding moving. You don’t wait for emails - you take initiative, call customers directly, and keep momentum strong

Actively identifying and progressing opportunities for account expansion and upgrades. You're not waiting for someone to ask - you’re always thinking about how we can deliver more value.

Keeping clear, detailed records of customer progress using our customer success platform, CRM, and internal comms tools - so everyone in the team stays aligned and nothing falls through the cracks.

We’ll also need you to step outside of your role from time to time (which you'll love anyway) and contribute to anything that needs doing to make sure we're firing on all cylinders.

Required skills, experience and knowledge:

EITHER: Deep experience in the hospitality industry in a management or operational role. You have a strong understanding of what it takes to run a successful hospitality business - common workflows, pain points, and best practices. Bonus points if you’ve used Loaded before.

OR: Customer success experience in a SaaS environment. You’ve onboarded customers, helped them adopt a new product with confidence, and played an active role in driving retention and expansion. You know how to build relationships, coach users to success, and guide them through change. You’re also familiar with tools like Intercom, Vitally, or similar platforms that help manage onboarding, customer engagement, and account health.

Technically capable and confident using modern tools. You’ll be expected to troubleshoot setup issues, advise on best-practice setup based on the customer’s business needs, and confidently guide them through the onboarding process. You should already be using AI tools like ChatGPT or similar in your day-to-day work - actively experimenting and finding ways they can improve workflows. We’re doing the same internally, and many of our customers are starting to as well.

Relationship building. You know how to create trusted, lasting connections from day one and keep them strong through to a successful go-live.

Genuine warmth and empathy. People feel at ease with you - whether it's your smile or the way you listen, your care always comes through.

Strong written and verbal communication. You're comfortable talking to anyone, from any background, and can explain things clearly without jargon.

Excellent time management. You can juggle multiple onboarding projects, stay organised, and keep everything moving without letting things slip.

Adaptability and openness to change. You’re comfortable in fast-moving environments, quick to adjust when priorities shift, and always open to finding better ways of doing things. This one might sound token on the surface, but it’s really important to us!

Nice to have:

Familiarity with tools like Vitally, Intercom, HubSpot, and Slack - you’ve used them to manage customer relationships, streamline communication, and stay on top of account health.

Exposure to hospitality tech or first-hand understanding of how tech fits into day-to-day venue operations.

Comfort delivering online training or walkthroughs, ideally with small business users or non-technical audiences.

A knack for breaking down complex systems into clear steps - especially for people who may feel overwhelmed by tech.

Experience working in a startup or scale-up, where priorities shift, and pace is part of the rhythm.

An interest in customer psychology - what drives adoption, satisfaction, and long-term loyalty.

Some more about us

Our head office is based in Queenstown, New Zealand, but we also have staff spread around New Zealand, as well as Sydney and Melbourne.

You’ll report directly to Sophie, who built many years of hospitality management experience before joining Loaded many years ago to run our Support and Success functions. You’ll have a heap of experience to lean on and learn from, and a small but high-performing GTM team to connect with.

Culture is, of course, important to us. We always look for the following in every team member that joins us:

Proven persistence in overcoming hard stuff.

The curiosity to always be learning and looking around corners.

An open mind to hearing others point of view, while always being prepared to put their view forward.

Someone the rest of the team feels they can always rely on to follow through.

Someone the rest of the team will enjoy spending time with.

Someone who thinks customer first and everything else second.

In your cover letter feel free to be informal and tell us why you would actually like to come and join us. Don’t get too tied up about what we might be looking for, just tell us what you’re thinking and what you’re all about. The less jargon the better. It's important to us that new people joining our team are excited about what they can bring to the table that will help Loaded deliver a great product that gets solid results for our customers, so talk a little about that too.

We don’t like to oversell the perks of the job, as we prefer people who genuinely love the satisfaction of the results hard work brings, but we’re a passionate team of people who are building a really great business in a really great industry.