Onboarding & Expansion Associate

Icehouseventures; Auckland; Hybrid; NZD 90,000 - 140,000; Full time

Job summary

Icehouse Ventures is hiring an Onboarding & Expansion Associate in Auckland for a hybrid, full-time role. You will own the journey from signed to live, drive user adoption, and expand existing customers across modules, using an AI-first approach to create templates and automate processes.

The role emphasizes fast-paced SaaS/FinTech environments, strong organizational skills, and a commercial mindset to turn signed logos into growing accounts. Expect base salary and OTE aligned with NZ market.

Qualifications

• Experience in onboarding, implementation, customer success or account management in a fast-moving SaaS or FinTech environment.
• Organised and detail-oriented with strong process discipline.
• Commercial mindset with a track record of driving revenue.
• Able to template and automate repetitive workflows and handoffs.
• You already work AI-first and can show a practical approach.

Responsibilities

• Speed to LIVE: own the flow from signed to live.
• Adoption: drive employee enrolment and utilisation across customers.
• Expansion: grow live accounts from one module to multiple modules.
• Build the engine: template repeatable messaging and automate setup steps, chase activity and data checks.

Skills

Onboarding

Customer success

Account management

Automation mindset

AI-first

Tools

HubSpot

Job description

Onboarding & Expansion Associate
Team: Go-to-market / Customer
Full time | Hybrid

We're Extraordinary.
One co-branded Mastercard, four benefit modules, and an IRD binding ruling that means the money employees put in goes further than any gift card or reimbursement ever could. Public transport, gifting, allowances, reward and recognition, all on a single card, all tax-efficient, all actually used.

We've signed 500+ companies, including Air New Zealand, PwC and Spark. We're live in Australia and we've just launched in the US. The product sells. The market is large and growing.

Our mission is simple: put more money back in the pockets of working people, and make employee benefits something people reach for every day instead of forgetting in a drawer.

The role
Sales is winning. Signed logos are stacking up faster than we turn them on, and that is exactly the problem we need you to solve. Getting a customer from "signed" to "live, adopted and growing" is where booked revenue becomes real revenue, and right now that motion is ours to build properly. You'll own a large subset of our customers from the day they sign to the day they're live, enrolled, using the platform, and expanding into their next module.

AI-native is not optional
We run our own internal AI operating system. Day to day, you'll use AI to draft go-live plans, drive the CRM (Hubspot), draft emails and setup steps in minutes, and keep the signed-not-live book clean. If AI isn't already how you work, this isn't the role for you.

What you'll do

• Speed to LIVE: Own the high-velocity flow from signed to live.
• Adoption: Drive employee enrolment and utilisation.
• Expansion: Grow live accounts from one module into more.
• Build the engine: Template the repeatable messaging and resources, automate the setup steps, chases and data checks.

What success looks like

• Customers reach LIVE status faster.
• Live customers are adopting, with enrolment and usage climbing.
• Single-module logos are becoming multi-module accounts.
• You always know the state of the book.

What we'll look for

• You’ve owned onboarding, implementation, customer success or account management in a fast-moving SaaS or FinTech environment, and you've carried a number.
• You're organised to the point of being slightly annoying about it.
• You're commercial.
• You default to building. Given a messy manual process, your instinct is to template and automate it.
• You already work AI-first, and you can show us how.

A few honest filters

• Does turning a signed logo into a live, growing account sound like the actual job?
• Have you ever automated yourself out of your own busywork, then gone looking for the next thing to kill?
• Are you happy being measured on numbers you'd defend to the CEO?

How we show up

• Speed is a feature.
• Own the outcome. You don't hand a customer off and hope.
• Build the machine, don't just work the queue.
• AI-first, human where it counts.
• Numbers you'd defend.

Compensation & growth
Base: $90,000 | OTE: $140,000