Senior Customer Success Manager

7 days ago

Sydney, New South Wales, Australia Tapi Full time $90,000 - $120,000 per year

Tapi is a SaaS platform that makes property maintenance suck less for everyone. We're growing quickly in Australia. Why? Our customers love our product. & they love the people behind it even more.

At Tapi,
we believe every property can and should be cared for better.

Right now, property care is reactive. Costs are unpredictable. And it's messy to coordinate. With Tapi, caring for a property becomes proactive, predictable, and simple.

Our Property Care Platform helps make smarter decisions, better spending, and safer homes for everyone connected to a property. And at the centre of it all? Property managers. Our mission is simple:
make property managers the heroes of property care.

We're on a mission to be the world's smartest property planner and largest property service provider. Ambitious? Yep. Fun along the way? Absolutely. And if you're wondering about culture… we've got staff with Tapi tattoos. Commitment? Community? Maybe both.

Role Description

Senior Customer Success Manager, Sydney (hybrid working)

This isn't your classic "keep the customers happy" role. We're looking for someone who can own the NSW customer journey end-to-end: onboarding, training, adoption, upsell, renewal, and do it with energy, humour, and genuine connection.

One day you'll be running a 1:1 strategy session, the next you're presenting to 60 property managers, and the day after you're repping Tapi at a conference booth. If variety excites you, and you can make a room of property managers actually enjoy talking about maintenance, you'll fit right in.

Responsibilities

  • Manage 100s of NSW agencies—efficiently, effectively, and with personality.
  • Be our NSW champion: get out there (virtually and IRL) and make Tapi impossible to ignore.
  • Build genuine relationships with business owners, property managers, suppliers, tenants, and landlords.
  • Deliver an exceptional experience at every stage: handover, onboarding, adoption, account health, renewal, upsell.
  • Be the voice of the customer inside Tapi: empathise, advocate, and make sure their needs shape what we do.
  • Analyse customer data and turn insights into clear action. We're consultants, not box-tickers.
  • Launch and drive adoption of new features and revenue streams.
  • Consistently build referral pipelines and brand advocates.
  • Develop content that helps customers level up. Whether that's a quick video, guide, or something new you dream up.

What Success Looks Like

  • Customers onboard fast and stick with us.
  • Agencies adopt new features without us nagging.
  • cSat and NPS stay high.
  • NRR grows.
  • You're known in NSW as the go-to for all things Tapi… and customers actually look forward to hearing from you.

Why Join Tapi?

  • The best customers in the world.
  • A team that backs each other, no corporate fluff.
  • Big ambitions, plenty of laughs, and of our crew even have company tattoos.

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