Senior Customer Success Manager

• Hybrid Ways of Working
• Join a passionate, high-performing team
• Permanent 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 

We’re a passionate team of professionals and business people making it easier for real estate agents to navigate the sales process. A proptech platform started in Australia by agents for agents — Realtair is an end-to-end property sales platform that streamlines the way agents connect with property

owners.

Its suite of products enables agents to create customisable digital listing presentations, sign agreements on the spot and manage auction and private treaty transactions.

In 2024, REA Group acquired 100% of Realtair, from their previous limited shareholding which began in 2020.

Realtair now sits within the Customer Group, the driving force behind flagship site realestate.com.au. 

What the role is all about  

As the Senior Customer Success Manager, you will work directly with some of our largest and most strategic customers. You will act as the primary contact throughout the entire customer lifecycle, from onboarding to advocacy, developing long-lasting business relationships.

While no two days are ever the same, you’ll be responsible for:

• Delivering Realtair’s long term Customer Success strategy to drive adoption, retention and
• advocacy.
• Owning the entire customer lifecycle, from onboarding to engagement and advocacy
• Define what success means for your customers and produce detailed plans outlining a
• roadmap to achieve success and share in accountability of their success
• Build and foster relationships with key decision-makers and stakeholders across multiple
• customer teams
• Facilitate product training for clients on our products over zoom or in person
• Monitor customer health and create risk mitigation plans where needed
• Developing retention strategies by assessing customer goals and delivering against them.
• Drive upsell revenue from new product feature adoption and expanded usage
• Handling complaints and proactively managing feedback to our product development teams, serving as an internal advocate for customers
• Work collaboratively with internal stakeholders. Sharing knowledge and best practice, to continually improve our process quality, effectiveness, and efficiency.
• Achieve monthly KPIs and maintain up-to-date administration and notes as part of company compliance and best practice.

Who we’re looking for 

• Experience in Customer Success or Account Management environment that is fast paced and change intensive
• Commercially minded with a track record of improving recurring revenue, adoption and retention
• A minimum of 5+ years experience working in Technology or Realestate
• Energy and passion for providing the best customer service - going above and beyond to exceed customer expectations
• Demonstrated experience in developing plans and objectives to achieve Customer outcomes
• Willingness to go out on the road and visit clients face-to- face
• A proven track record of building healthy and transparent customer and internal stakeholder relationships based on a trust-focused mentality with capacity to challenge constructively
• Ability to work to tight deadlines with strong project management skills
• Comfortable with analytics to identify and predict customer risks and opportunities; able to translate insights into impactful actions
• An ability to work autonomously with high levels of self-motivation in an unsupervised environment

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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