Senior Customer Success Consultant

Job description

Permanent Role Melbourne Based Hybrid Ways of Working 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 Customer Success is at the heart of helping REA customers realise more value from their partnership with us. The team builds trusted relationships, understands each customer’s goals and turns those insights into proactive guidance, product adoption and measurable business outcomes. Working closely with Sales, Product, Marketing and Support, Customer Success Consultants help customers get the most from REA’s products—driving satisfaction, retention, advocacy and long-term growth. What the role is all about The Senior Customer Success Consultant is a vital role within REA's Customer Success team, responsible for managing a select portfolio of high-value accounts, delivering tailored support to drive adoption, retention, and advocacy of REA’s subscription services. This role combines strategic account management with leadership responsibilities, ensuring the team and customers achieve their desired outcomes. Key Responsibilities: Manage and nurture relationships with key strategic accounts, ensuring they derive maximum value from REA’s products and services. Develop and execute comprehensive success plans tailored to the unique needs and goals of each high-value account. Contribute to being the voice of the customer within REA, proactively providing actionable feedback to drive continual improvements in products and services. Elevate customer success stories to showcase the ROI and value delivered by REA’s solutions. Team Leadership and Development: Assist in mentoring and coaching Customer Success Consultants, fostering a culture of high performance and continuous learning. Collaboration with Cross-Functional Teams: 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. Performance Metrics and Reporting: Analyse customer data to identify trends, risks, and opportunities, and share insights to leadership. Use data-driven insights to develop strategies that improve customer engagement, satisfaction, and retention. Expansion and Growth Initiatives: Identify 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 advocacy across the customer base. Who we’re looking for Demonstrated experience in Customer Success, Account Management, or a related role within a fast-paced technology or media environment. 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. 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! #LI-HYBRID