Tahua is a rapidly growing grants management SaaS platform dedicated to empowering organisations across New Zealand and internationally in managing their contestable funding processes. At the heart of our success lies a deep commitment to building meaningful customer relationships and delivering exceptional user experiences.

We're on the lookout for a hungry and enthusiastic Customer Success Manager to join our highly experienced remote team across Aotearoa.

About the Role

In this senior-level role, you will proactively shape and execute our customer success strategies, directly impacting customer satisfaction, retention, and growth through structured onboarding, continuous engagement, and exceptional support.

You’ll work with a diverse range of organisations that fund some of the world’s most impactful and noble causes. Your efforts will help these organisations succeed and maximise their positive impact.

Key Responsibilities

Customer Onboarding:

  • Deeply understand customer workflows and proactively tailor onboarding experiences.
  • Lead engaging training sessions to quickly establish customer confidence and proficiency.
  • Continuously refine onboarding strategies based on customer feedback and product performance insights.

Customer Support & Success:

  • Proactively triage and resolve customer inquiries with efficiency and empathy.
  • Identify, analyse, and report support trends to inform proactive improvements in products and services.
  • Regularly monitor customer health metrics and engagement to anticipate and mitigate potential issues.
  • Facilitate regular check-ins and strategic reviews to ensure ongoing customer value and satisfaction.
  • Identify and nurture growth opportunities through consultative account expansion and renewals.
  • Lead the development and nurturing of our online customer community to foster user collaboration and peer-to-peer support.
  • Coordinate and host user groups and customer-focused events to enhance community engagement and appreciation.

Process & Documentation:

  • Create, maintain, and enhance clear and concise support documentation.
  • Implement and refine customer-focused processes, enhancing operational discipline and effectiveness.
  • Act as the voice of the customer, effectively collaborating with internal teams to ensure cohesive support and product development.

Key Skills & Attributes

  • Exceptional interpersonal and communication skills across written, voice, and video channels.
  • Demonstrated self-sufficiency, initiative, and proactive problem-solving capabilities.
  • Strong analytical abilities with a systems-thinking mindset to understand complex product workflows and customer interactions.
  • Highly adaptable and tech-savvy, capable of quickly learning and leveraging new tools and technologies.
  • Process-oriented, disciplined, and committed to operational rigour and continuous improvement.
  • Collaborative and influential, effectively coordinating cross-functional teams to champion customer success.
  • Commercial and business acumen to identify opportunities for growth and communicate strategic value to customers.

Previous Experience

  • Several years of senior-level experience in customer success or customer support roles, ideally within a SaaS or technology environment.
  • Proven ability to manage customer relationships proactively, anticipate customer needs, and drive successful customer outcomes.
  • Demonstrable experience in onboarding, training, and customer education initiatives.
  • Experience in analysing customer health metrics and using data-driven insights to inform decisions and improve customer retention.
  • Experience or genuine interest in the grants or funding sector is advantageous but not essential.

Salary

$80,000 per annum

Our Working Environment & Culture

At Tahua, we blend the agility and innovation of a startup with the expertise and operational maturity gained from over a decade of experience. Our small but highly collaborative team thrives on self-sufficiency, proactive problem-solving, and continuous improvement. We value clear communication, adaptability, and a commitment to excellence. While we primarily use Slack and customised internal tools, we expect team members to comfortably adapt to new technologies as needed. Ideal candidates will appreciate autonomy, embrace accountability, and align with our mission-driven culture.

Upcoming Projects & Initiatives

You'll play a critical role in several exciting initiatives, including:

  • Enhancing customer onboarding journeys through improved interactive training modules.
  • Expanding our knowledge base and documentation to streamline customer support.
  • Developing customer health tracking processes to proactively engage and retain customers.
  • Building and fostering our online customer community, including potential platforms for peer-to-peer interaction.
  • Hosting user groups and customer appreciation events to build community engagement.

Join Tahua and contribute to a dynamic, impactful team committed to delivering exceptional outcomes through outstanding grants management solutions.

Interested?

Send us your CV and a brief email about what interests you in the role to careers@tahua.io