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Icehouse Ventures
Icehouse Ventures
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Customer Success Manager



Wellington, New Zealand
Posted on Saturday, March 9, 2024

Company Description

Tapi is a technology platform that simplifies property maintenance and repairs for property managers.

Known as a disruptor and growing fast, Tapi is one of the most loved PropTech softwares in Australia and New Zealand.

Role Description

We're on the hunt for a Customer Success Manager to be the force behind our New Zealand customers. You'll provide first-class customer training, make sure customers are getting great value out of our products, and upsell like a pro. This is a full-time hybrid role for a Customer Success Manager, located in Wellington, New Zealand.

Reporting to the Head of Customer Success, you'll be our secret sauce for:

  • Raising the revenue bar through slick up-sell and cross-sell.
  • Driving up product usage across your customer base.
  • Cranking up the NPS and Customer Satisfaction vibes.

If you believe in and deliver exceptional customer service, go above and beyond for customers, and hustle with class, join us and let's continue the customer love for Tapi! Apply now and jump on the Tapi rocket ship!


  • Manage a large portfolio of customers in New Zealand, and be directly accountable for the monthly recurring revenue of this portfolio.
  • Build strong, trusting relationships with Business Owners, Property Managers, End Users (Suppliers, Tenants, Landlords). Your customers should want to spend time with you and value your insight and support to simplify and grow their business.
  • Deliver an exceptional experience at every step of the lifecycle from sales handover, onboarding, adopting, account health, cross-sell, to ensure your customers love Tapi.
  • Be the voice of your customers within Tapi. Empathise with them and hustle to ensure you and Tapi deliver an exceptional experience.
  • Analysis product engagement, satisfaction and support data to manage your customer portfolio, identify opportunities to enhance the value they get from Tapi and issue areas to focus on.
  • Successfully launch and drive adoption of new features / revenue streams.
  • Deliver customer adoption plans and take a pipeline and metrics driven approach to ensuring we deliver our adoption numbers.
  • Personally manage escalations from your customers, take full accountability for driving to a resolution, and ensure root causes are understood and corrected.
  • Secure customer referrals and endorsements.
  • Manage customer billing lifecycle, including everyday hygiene and renewals.
  • Represent the Tapi brand at events across the country to both users, and influencers in the industry.
  • Create written and video content for your customer base, and the wider Tapi end user base.


  • 5+ years evidence working in a role/s delivering exceptional customer experience
  • Engaging and a great storyteller and presenter.
  • Empathetic, resilient and a positive attitude with a desire to help our customers.
  • Familiarity with property management industry practices and software solutions.
  • Strong interpersonal and communication skills.
  • Fast Learner
  • Great Problem Solver
  • Highly organised individual. Can manage multiple tasks and priorities with ease.
  • System experience e.g. CRM, task management
  • Business software literacy e.g. Google Suite, Emailing etc.
  • Degree preferred