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 seeking an experienced and enthusiastic Customer Success Manager to join our founder in Gisborne, establishing our local, on-site presence and collaborating closely with our distributed remote team throughout New Zealand. This opportunity is perfect for candidates already based in Gisborne or those open to relocating to enjoy Gisborne's unparalleled lifestyle—with world-class surfing, fishing, and golf just five minutes from your doorstep.

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.

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.

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.

Living and Working in Gisborne Offers You

Regain Time & Simplify Life: Trade traffic jams for five-minute drives and swap the daily commute for a morning surf or a beach walk. In Gisborne, life runs at a more human pace - with less stress, more space, and the freedom to shape your day around what matters most. Evening work if you choose, midday surf if the swell's on - why not?
Family-Friendly Freedom: Raise kids in a safe, close-knit community where outdoor adventures and school runs are never more than a few minutes away.
Outdoor Lifestyle: World-class beaches, fishing spots (salty or trouty - both elite), 131-year-old golf links (no polos or tee times required, jandals optional), MTB trails, and nature escapes on your doorstep and weekend goodness in abundance up State Highway 35.
Connected Community: In Gisborne, you’re a local everywhere and community isn’t a slogan - it’s everyday life, where people know your name and lend a hand.
Work-Life Balance Done Right: Build a meaningful career while enjoying the lifestyle perks that many only dream about.
Thriving Remote Community: You’ll be in good company - Gisborne is quietly becoming a magnet for digital nomads, remote professionals, and entrepreneurs who want to build serious careers without giving up the good life.

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.