Customer Success Manager

• Permanent Role based in Sydney
• Role sits as part of Campaign Agent
• Look after a high value portfolio within the business

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 

Providing financial freedom to the real estate industry is what CampaignAgent is all about! We are a fast-growing fintech company, passionate about providing innovative, low-friction financial solutions to Australia’s leading residential real estate agencies, focusing on campaign advertising.

We’re on a mission to hire people who are as passionate as us, and in return, we’re committed to building a great employee experience where you’re valued, supported and respected.

What the role is all about 

What you'll be doing

• Take ownership of agency accounts within your portfolio, driving engagement, retention, and long-term partnership success through strong relationship management and proactive communication. 
• 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. 
• Liaise with your Sales/Success colleagues to understand the territory, facilitate smooth handovers, and align on goals.
• Liaise with key stakeholders such as Principals as well as Sales Agents & operational staff at the office level.
• Maintain regular, proactive contact with agencies to discuss platform performance, introduce new products or features and support the client's journey through product upgrades.
• Using data and reporting to identify utilisation trends to recommend, and implement strategies that drive increased product adoption.
• Take ownership of any issues raised by our customers and proactively manage the delivery of effective solutions.
• 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. 
• Proactively identify high-risk churn agencies, assess trends, and capture insights to develop tailored re-engagement strategies and retention plans. 
• Travel to visit agencies in person and attend remote Zoom meetings, including both NSW and interstate travel. 
• Maintain knowledge of all CampaignAgent product features and upgrades and ensure changes are communicated to our agencies.
• Tackle special tasks and projects as required by business needs.

Who we’re looking for 

• You live our values in everything you do.
• Experience in the real estate industry desirable but not essential (sales, customer service, training, or account management). 
• Minimum 2 years’ experience as a Customer Success Manager. 
• 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. 
• Confident delivering training sessions to clients and capable of engaging audiences both online and in person.
• Passionate about delivering exceptional customer experiences with a people-first approach.
• Capable of working autonomously, prioritizing effectively, and thriving in ambiguous situations.
• Experience with CRM platforms and technology.
• Comfortable working with objectives, key metrics, and revenue targets.
• Strong listener who identifies and solves customer problems, even when not clearly communicated.
• Constantly seeking ways to improve processes and solutions.
• Curious, analytical, and data-driven when making decisions.
• Enjoys working as part of a team and actively seeks feedback for growth.

Must hold a valid Australian Driver’s Licence.

• This role requires regular travel within NSW and interstate. 

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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