Customer Success Manager

Tapi; Greater London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A high-growth SaaS company is seeking a Customer Success Manager to launch into the UK market. As the first UK CSM, you'll onboard new agencies, drive product adoption, and build strong relationships. The role requires experience in property management, excellent communication, and the ability to teach both in-person and virtually. You'll be instrumental in ensuring customer satisfaction and gathering insights to refine our offerings. Join a supportive team and enjoy substantial career growth opportunities.

Benefits

Supportive team environment

Opportunities for career growth

Customer-centric company culture

Qualifications

• Experience in property management, account management, or customer-facing operations.
• Comfortable teaching and running group sessions, both in-person and virtual.
• Ability to analyze customer behavior and translate insights into action.

Responsibilities

• Deliver a top-tier onboarding experience to UK agencies.
• Drive product adoption and monitor customer usage.
• Build strong relationships with property managers and teams.
• Generate referrals and testimonials from satisfied agencies.
• Work closely with the product team for market insights.

Skills

Property management experience

Teaching and coaching ability

Strong communication skills

Empathy for property managers

Organizational skills

Proactiveness

Analytical ability

Relationship building

Job description

About Tapi

Tapi is a high-growth SaaS company revolutionising property maintenance with innovative software solutions. With a strong presence in New Zealand and Australia, we help property managers streamline their operations through seamless automation and smart integrations.

About The Role

This is an exciting opportunity for a talented Customer Success Manager to play a key role in launching Tapi into a brand-new market. As our first UK CSM, you’ll work closely with our expansion leads (Director of CS and Co-founder) to onboard new agencies, train property managers, drive adoption, build strong relationships, gather insights, shape our playbooks, and help make Tapi impossible to ignore in the UK.

Based in London, you’ll be one of the first team members in TapiHQ London. The role includes some travel across the UK and Ireland. Some days you’ll be on Zoom guiding a team through their first maintenance jobs in Tapi; other days you’ll be leading in-person training sessions, meeting agencies, creating how-to content, or spotting new opportunities to deliver more value. A major part of this role is championing our brand: our product is exceptional, but it’s how we make customers feel that truly sets us apart.

You’ll also be a critical voice for our product team — helping them deeply understand what UK agencies need. It’s an incredible opportunity to truly represent the voice of our customer.

If you’re energized by variety, autonomy, and the chance to build something from scratch, this is the role for you.

Responsibilities

Customer Experience & Onboarding

• Deliver a top-tier onboarding experience to UK agencies — from handover to activation.
• Run 1:1 and group training sessions that make maintenance actually enjoyable to learn.
• Help agencies embed Tapi into their daily workflows so it becomes a natural part of how they operate.
• Identify moments for exceptional experience and propose your plan to execute.

Adoption, Health & Growth

• Drive product adoption across modules and new features.
• Monitor customer usage, identify risk early, and step in before problems escalation.
• Build strong relationships with property managers, business owners, and teams across each agency.
• Identify upsell and expansion opportunities through genuine value conversations.

Retention & Advocacy

• Ensure agencies are getting measurable value and stick with Tapi long term.
• Build champions inside agencies — people who talk about Tapi without being prompted.
• Generate referrals, testimonials, and case studies as the UK customer base grows.

Voice of the Customer

• Bring UK market insights back into Tapi — clearly, consistently, and with context.
• Work closely with product, operations, and go-to-market teams to shape features, processes, and the overall customer experience.
• Help us refine and evolve our UK playbooks, templates, and best practices.

Content & Enablement

• Create helpful content — videos, guides, tips — that make agencies better operators and help them get more out of Tapi.
• Share learnings and ideas from customers to level up the entire team.

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 VIC as the go-to for all things Tapi… and customers actually look forward to hearing from you.

What We’re Looking For

• Experience in property management, BDM, account management, or customer-facing operations.
• Comfortable teaching, coaching, and running group sessions (in person or virtual).
• Strong communicator who can make complex workflows simple and engaging.
• Empathy for the realities of a property manager’s day and motivation to improve the industry.
• Highly organised, proactive, and energised by building things from scratch.
• Comfortable with ambiguity, fast changes, and startup environments.
• Ability to analyse customer behaviour and translate insights into action.
• A natural relationship builder who earns trust quickly.

Why Join Tapi?

• A supportive team with no corporate nonsense.
• Customers who genuinely love the product.
• Big career growth opportunities as we expand into the UK and beyond. First CSM on the ground - that’s pretty epic!