Founding Growth & Customer Success Manager

Icehouseventures; Auckland; On-site; NZD 108,000 - 132,000; Full time

Job summary

Concord Visa is seeking an ambitious account manager to own the high-growth startup segment end-to-end, from onboarding to renewals and expansions. You’ll be the single point of contact for founders and talent leads, ensuring fast, clear communication and a seamless client experience.

You’ll collaborate with our Legal Services team to translate progress for clients and drive partnerships that bring portfolio referrals.

Qualifications

• 3+ years in account management, customer success, or client services in a B2B environment - SaaS, professional services, or startup-facing.

Responsibilities

• Onboarding - Run a structured, fast onboarding for every new startup account: platform set-up, stakeholder mapping, and an immigration roadmap tied to their hiring plan. First impressions set the tone for the whole relationship.
• The relationship - Be the single point of contact for founders, talent leads, and people teams; keep accounts warm between cases, not just during them.
• Renewals & retention - Own the MSA renewal cycle and revenue retention across your book, spotting risk early and acting before it becomes churn.
• Expansion - Track every client's trajectory: fundraises, market entries, hiring surges, and get the next visa conversation started before they ask.
• The bridge to Legal - Hand cases to our legal team cleanly and translate their progress into client-friendly updates, so timelines never feel opaque.
• The startup ecosystem - Support our partnerships motion by converting and retaining portfolio referrals, and feed segment insights back to product and GTM.
• Product improvement & iteration - Be the client's voice inside Concord: channel feedback from your accounts to our product team and work with them to ship improvements that make managing immigration feel genuinely delightful.

Skills

Account management

Customer success

Client services

SaaS

Tools

Hubspot

Vitally

Job description

Concord Visa is seeking an ambitious account manager to own the high-growth startup segment end-to-end, from onboarding to renewals and expansions. You’ll be the single point of contact for founders and talent leads, ensuring fast, clear communication and a seamless client experience.

You’ll collaborate with our Legal Services team to translate progress for clients and drive partnerships that bring portfolio referrals.