Customer Success Consultant - RCA

• Make an impact in our first customer success role for realcommercial.com in a collaborative, supportive team!
• Work for a leading commercial property site impacting our biggest customers!
• Permanent full time role based in Sydney

We're REA
 With bold and ambitious goals, REA Group  is changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home.
Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we’re proud to have been named in Australia’s “Top 5” Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women.

Where the team fits in

The Customer Success Team sits within our Customer Group. The Customer Group is the driving force behind our flagship sites, realestate.com.au and realcommercial.com.au. When you join the Customer Group, you join a cross-functional group of folks representing product, tech, sales and marketing, supported by PR, communications, HR, finance, legal – all the people you need to create products our consumers love and customers value. With realestate.com.au being the number one destination for people interested in property in Australia, as you can imagine - the group of legends working on our little red house are very passionate about what they do.

The Customer Success Consultant for realcommercial.com.au (RCA) is a vital role within RCA’s National Sales team, responsible for managing a select portfolio of high-value commercial customers and partners. The role delivers tailored engagement to drive product adoption, retention, and advocacy across RCA’s subscriptions and solutions, ensuring customers realise measurable value and ROI from their investment.

What the role is all about

• Manage and nurture relationships with key strategic accounts, ensuring they derive maximum value from RCA products and services.
• Develop and execute customer-specific success plans tailored to the needs and goals of customers whilst partnering with the RCA Prime team.
• Set and lead structured onboarding and training rhythms for high value, to strengthen customer sentiment, accelerate adoption, and proactively reduce churn and risk.
• Contribute to being the voice of the customer within RCA, proactively providing actionable feedback to drive continual improvements in RCA experiences, products and services.
• Curate and elevate customer success stories that demonstrate ROI, outcomes, and best practices, strengthening proof of value and advocacy.
• Partner with Product, Marketing, and Sales teams to align on customer needs, and ensure coordinated execution of strategies that drive customer success.
• Influence product development initiatives based on customer feedback and insights, ensuring customer-centric enhancements.
• Analyse customer data to identify trends, risks, and opportunities; surface insights and recommendations to leadership and cross functional partners.
• Use data-driven insights to develop strategies that improve customer engagement, satisfaction, and retention.
• Identify growth and make the most of upsell and cross-sell opportunities, collaborating with Sales to expand account value.
• Drive initiatives to enhance product adoption, customer engagement, and grow advocacy across the customer base.

Who we’re looking for

We are open to someone moving into a customer success role for the first time in this role if they have a great learning attitude, strong commercial property experience and ability to thrive in a fast paced environment!

• Experience in any role in commercial real estate companies with a strong understanding of how the commercial property industry operates
• Demonstrated experience in Account Management, or a related role within a fast-paced property, technology or media environment, ideally supporting commercial property customers and partners.
• Proven track record of managing high-value accounts and improving adoption, retention, and expansion metrics.
• Strong commercial acumen with the ability to develop and execute strategic plans that deliver measurable business outcomes.
• Excellent stakeholder management and negotiation abilities, capable of influencing senior decision-makers.
• Analytical mindset with the ability to leverage data to inform strategies and drive impactful actions.
• Strong understanding of digital media, digital marketing, and property advertising trends and best practices.
• Bachelor's degree in Business, Marketing, or a related discipline preferred but not required
• Experience with SaaS products and familiarity with REA’s technology is highly beneficial.

The REA experience

The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow.

Some of our Perks & Benefits include: 

• A hybrid and flexible approach to working
• Flexible leave options including, birthday leave and purchase additional leave
• Flexible parental leave offering for primary and secondary carers
• Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity
• Hackdays so you can bring your big ideas to life  

Our commitment to Diversity, Equity, and Inclusion  

We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking. If you've got the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch.

Join our Talent Neighbourhood

Keen to be part of REA but didn't find a perfect match with this opportunity? Perhaps the timing isn't right? You should join our Talent Neighbourhood!

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