Senior Customer Success Manager

Job description

Permanent Role Sydney 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 Realtair is REA Group’s end-to-end workflow platform for real estate agencies, helping agents manage the property sales journey from the first vendor conversation through to final settlement. Its connected suite of products—including Pitch, Sign, Sell and Deposits—makes proposals, agreements, auctions, offers and post-sale workflows simpler, smarter and more connected. What you'll be doing As a Senior Customer Success Manager , you partner with Realtair's most strategic customers (Tier 1 & Tier 2) to help them achieve meaningful business outcomes and maximise the value of their investment. You build trusted relationships with executive stakeholders, gaining a deep understanding of their business strategy, challenges and measures of success. Through strategic planning, proactive coaching and data-driven insights, you help customers maximise adoption, realise measurable value and strengthen their long-term partnership with Realtair. Beyond managing your portfolio, you are a leader within the Customer Success team. You mentor colleagues, share best practice, influence cross-functional initiatives and act as the Customer Success expert within your state, helping elevate both customer outcomes and team capability. While no two days are ever the same, you'll be responsible for: Delivering Realtair's Customer Success strategy across a portfolio of Tier 1 and Tier 2 customers to drive adoption, retention, advocacy and long-term commercial growth. Developing strategic Success Plans that align Realtair's solutions with each customer's business objectives, defining measurable outcomes and sharing accountability for achieving them. Building trusted relationships with executive stakeholders, business leaders and key decision-makers, becoming a strategic advisor to their business. Leading Executive Business Reviews, strategic planning sessions and product coaching, both virtually and in person. Monitoring customer health and business outcomes to proactively identify risks, develop mitigation plans and maximise customer value. Driving retention by aligning Realtair's platform to customer priorities and demonstrating measurable business value. Identifying commercial growth opportunities through expanded platform adoption, new products, additional licences and emerging functionality. Acting as the voice of the customer by proactively sharing insights, feedback and market trends with Product, Sales, Marketing and Support to influence future improvements. Collaborating cross-functionally to deliver a seamless customer experience and drive continuous improvement across the customer journey. Using customer data, health metrics and analytics to identify trends, measure success and inform strategic decisions. Maintaining accurate customer records, strategic account plans,while consistently achieving retention, growth and customer engagement KPIs. Desired Skills & Experience 5+ years' experience in Customer Success, Strategic Account Management or Enterprise Account Management within a SaaS, technology or real estate environment. Proven success managing enterprise or strategic customer portfolios, driving adoption, retention, Net Revenue Retention (NRR) and commercial growth. Strong commercial acumen, with the ability to identify opportunities that create value for customers while driving sustainable business growth. Proven ability to build trusted relationships with executive stakeholders, confidently influencing and challenging constructively to achieve shared business outcomes. Experience developing and executing strategic Success Plans that align customer objectives with measurable business outcomes. Exceptional communication, presentation and facilitation skills, with confidence leading Executive Business Reviews (EBRs), Quarterly Business Reviews (QBRs) and strategic workshops. Strong analytical skills with the ability to translate customer health and commercial data into strategic recommendations. A proactive, customer-first mindset with a passion for delivering exceptional customer experiences and long-term partnerships. Highly self-motivated with the ability to work autonomously while collaborating effectively across Sales, Product, Support, Marketing and Finance. Experience within the real estate or PropTech industry is highly desirable. 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