Company Description
StaplesVR is committed to enhancing safety and efficiency for large workforces operating high-value assets in high-risk industries, such as Aviation. Utilizing the power of AR/VR training and AI technologies, StaplesVR provides innovative solutions to transform workforce training and ensure operational assurance. Our services include subscription-based SAAS training packages and headset leasing options for global deployment. Recognized for our cutting-edge advancements, our award-winning team drives innovation and elevates employee training experiences.
StaplesVR is a New Zealand–founded company delivering Virtual and Augmented Reality (VR/AR) training solutions to some of the world’s most demanding and regulated industries.
Our mission is to set the global standard for immersive workforce training, equipping industries to meet the challenges of safety, compliance, and digital transformation.
Position Purpose
The Customer Success Manager (CSM) is responsible for ensuring customers achieve maximum value from the company’s products and services, leading to high satisfaction, strong retention, and long‑term growth. This role acts as a strategic partner to customers—guiding onboarding, driving product adoption, proactively addressing challenges, and identifying opportunities that support their business objectives.
The CSM collaborates closely with sales, product, and support teams to deliver a seamless customer experience and to champion the customer’s voice internally. Through relationship management, data‑driven insights, and ongoing engagement, the CSM helps customers realise measurable outcomes, strengthen loyalty, and expand their use of the company’s solutions.
This role sits at the intersection of aviation expertise, customer engagement, and technology-driven training innovation. The ideal candidate will bring deep aviation industry knowledge, strong commercial instincts, and a passion for advancing training outcomes through immersive simulation.
Help reshape the future of aviation training through immersive VR technologies.
Key Responsibilities
Customer Relationship Management
Build and maintain strong, long‑term relationships with customers and partners.
Act as the primary point of contact and trusted advisor for all customer needs.
Develop and implement growth strategies for VR training products tailored to cabin crew, engineering, pilots and ground operations professionals.
Onboarding & Adoption
Lead onboarding processes to ensure customers experience a smooth and successful implementation.
Drive product adoption through training, guidance, and proactive engagement.
Customer Health & Retention
Monitor customer health metrics, usage, and sentiment to identify risks early.
Develop and execute strategies to improve retention and reduce churn.
Value Realisation
Work with customers to understand their business goals and align solutions to deliver measurable outcomes.
Conduct regular business reviews to demonstrate ROI and progress toward objectives.
Issue Resolution & Escalation
Coordinate with support, product, and technical teams to resolve customer issues quickly.
Manage escalations effectively, ensuring communication is clear and timely.
Cross‑Functional Collaboration
Partner with sales to identify upsell and cross‑sell opportunities.
Collaborate with product teams by providing customer feedback and insights to influence roadmap decisions.
Process & Documentation
Maintain accurate customer records, success plans, and engagement activity in CRM tools.
Develop and refine customer success processes to improve efficiency and scale.
Advocacy & Community Building
Identify and nurture customer advocates for testimonials, case studies, and reference programmes.
Encourage participation in customer communities, user groups, or beta programmes.
Required Qualifications & Experience
Aviation background is essential — experience as a pilot trainer, cabin crew trainer or aviation training manager.
3+ years in business development, sales, customer relationships, or training management within aviation, aerospace, or simulation sectors.
Strong understanding of training frameworks, operational environments, and regulatory requirements across aviation.
Excellent communication skills, with the ability to engage both technical and executive audiences.
Confidence presenting technology‑driven solutions and conducting product demonstrations.
Ability to travel domestically and internationally as needed.
Established network across airlines, aviation schools, defence, or airport operations.
Values & Behaviours
At StaplesVR, we uphold the following values:
Honesty & Integrity – Act ethically, maintain confidentiality, and foster trust.
Initiative – Proactively improve processes and address challenges.
Collaboration – Work effectively with colleagues, stakeholders, and partners.
Accountability – Take responsibility for outcomes and deliver results.
Supportive Culture – Contribute to a positive, innovative, and inclusive workplace.
Diversity – Support and encourage diversity and contribute to inclusivity across the company.