Customer Success Manager

Overview

Manage high-value agency accounts, drive product adoption and retention.

Key Responsibilities

• platform management
• product updates
• onboarding
• data analysis
• retention strategy
• portfolio management

Tasks

-Maintain regular, proactive contact with agencies to discuss platform performance, introduce new products or features and support the client's journey through product upgrades. -Liaise with your Sales/Success colleagues to understand the territory, facilitate smooth handovers, and align on goals. -Maintain knowledge of all CampaignAgent product features and upgrades and ensure changes are communicated to our agencies. -Take ownership of any issues raised by our customers and proactively manage the delivery of effective solutions. -Travel to visit agencies in person and attend remote Zoom meetings, including both NSW and interstate travel. -Liaise with key stakeholders such as Principals as well as Sales Agents & operational staff at the office level. -Using data and reporting to identify utilisation trends to recommend, and implement strategies that drive increased product adoption. -Collaborate across teams to refine customer segments, simplify internal processes, and identify areas of friction in the customer journey to drive a better overall experience. -Look after a high value portfolio within the business -Proactively identify high-risk churn agencies, assess trends, and capture insights to develop tailored re-engagement strategies and retention plans. -Engage and build rapport with all agencies in your portfolio, prioritising High-Value Agencies and key clients with a strategic and refined approach. -Manage the onboarding of new agencies in your territories via the 136 Onboarding Program, taking a hands-on and engaging approach to ensure each team is confident using the platform, sees value early, and is set up for long-term success. -Take ownership of agency accounts within your portfolio, driving engagement, retention, and long-term partnership success through strong relationship management and proactive communication. -Tackle special tasks and projects as required by business needs.

Requirements

• crm
• training
• analytical
• csm
• travel
• autonomous

What You Bring

-Comfortable working with objectives, key metrics, and revenue targets. -Experience in the real estate industry desirable but not essential (sales, customer service, training, or account management). -Capable of working autonomously, prioritizing effectively, and thriving in ambiguous situations. -This role requires regular travel within NSW and interstate. -Experience with CRM platforms and technology. -Curious, analytical, and data-driven when making decisions. -Minimum 2 years’ experience as a Customer Success Manager. -Confident delivering training sessions to clients and capable of engaging audiences both online and in person. -Strong listener who identifies and solves customer problems, even when not clearly communicated. -Enjoys working as part of a team and actively seeks feedback for growth. -Skilled communicator (both written and verbal) who inspires enthusiasm and dedication in your team, peers, and clients, and communicates ideas clearly, creatively, and with impact.

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Benefits

-A hybrid and flexible approach to working -Hackdays so you can bring your big ideas to life -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 -Flexible leave options including, birthday leave and purchase additional leave

About Rea Group

-Flagship platforms like realestate.com.au and realcommercial.com.au attract millions of users monthly across Australia and beyond. -International expansion included acquisitions in Europe, Asia, and North America, spanning Italy, Luxembourg, India, and the US. -Its services span residential, commercial, and industrial property advertising, mortgage brokering, and property analytics. -Blended agile tech culture: cloud-native, multi-language engineering teams driving user-centric innovation. -Notable moves: controlling atHome in Europe, merging SEA assets with PropertyGuru, and eyeing stakes in the UK’s Rightmove.

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