Customer Success Manager

The Adviser Platform (TAP) is a CRM and advice platform used by financial advisers across New Zealand. We're in a period of significant product growth — launching new features, moving to a 30-day trial model, and building the onboarding and engagement infrastructure that will define how advisers experience our platform for years to come.

Right now, client-facing work (onboarding new advisers, fielding platform questions, managing the mortgage aggregation relationship, and spotting engagement gaps) is absorbed across operations and a key account manager. That's not sustainable at scale, and it means we're reactive when we need to be proactive.

This role exists to change that. The Customer Success Manager will take full ownership of the client experience — from the moment an adviser joins, through their day-to-day use of the platform, to the point where they're getting enough value that staying and expanding is an obvious decision. Over time, AI agents will handle a growing share of routine queries, your job is to build the systems and relationships that make that possible, and to be the human in the loop when it matters.

What You’ll Do

Client onboarding & experience

• Take full ownership of the adviser onboarding journey — from trial to active usage to confident advocacy
• Document, digitise and improve every onboarding process currently run manually across the team
• Build a repeatable onboarding experience that advisers rave about — the benchmark is a great SaaS onboarding experience
• Own the mortgage aggregation client relationship alongside the account manager

Engagement & retention

• Monitor platform engagement across the adviser base — identify who is getting value and who is drifting
• Proactively reach out to at-risk accounts before they churn; understand the root cause and fix it or escalate it
• Build and run a regular client check-in rhythm — not "how are you going" calls, but structured conversations that surface real product problems and upsell signals
• Work closely with the commercial team to flag accounts ready for an upgrade or expansion conversation

Process improvement & innovation

• Be the internal voice of the client — surface patterns in what advisers are struggling with and bring them to the product and ops teams
• Own the Intercom queue and client comms flows; work toward a model where AI handles routine questions and you handle the complex, relationship-defining ones
• Identify where AI agents can replace manual work; help define and test those flows before handing them over
• Improve the systems and processes around client support so the function scales without headcount growing proportionally

About You

You've spent your career in technology or SaaS businesses and you understand what it means to help someone get value from a software product. You know the difference between a customer who is "happy" and a customer who is genuinely embedded. A background in financial services is nice to have, but it's not required. What matters is that you've worked in a product-led environment and you're genuinely curious about the problems advisers face.

You bring significant experience — ideally 3–5 years specifically in a customer success, client experience, or onboarding role. You've worked in a business with fewer than 200 people, where you've had to build things from scratch rather than inherit a playbook.

You bring:

• A track record of reducing churn and growing revenue from an existing client base
• Experience mapping and digitising client journeys - you've built processes, not just followed them
• Strong technical literacy — you don't need to be an engineer, but you understand how SaaS platforms work and you're comfortable in Intercom, CRMs, and automation tools
• A calm, clear communication style — advisers are busy professionals; you respect their time and get to the point
• The instinct to identify a systemic problem, not just solve the ticket in front of you
• Comfort working in a business that is growing and changing — you're energised by ambiguity, not paralysed by it

About Us

The Adviser Platform (TAP) is a New Zealand-built CRM and compliance platform for financial advisers. We're part of the BNB Group, which includes Hive (KiwiSaver), Haven and Enva (life and risk insurance), and Blanket and Cactus (fire and general insurance).

We're in a period of significant product investment — building an AI-powered advice process, integrating with Hive KiwiSaver, and rolling out a new onboarding and trial model. The team is small, flat and commercially focused. This role will be one of the most visible in the business.

To apply, please include your CV and a short cover note telling us what you’ve built and what you’ve broken.