Customer Success Manager

🏡 Our Story

PropertyMe is Australia's #1 real estate platform with over 60% market share, used by more than 35,000 real estate professionals to manage over 1.8 million properties. Your work will directly impact the day-to-day lives of real estate professionals, tenants and owners across Australia and New Zealand. 

📖 About the Role

We're evolving how our Customer Success team operates. Rather than managing a fixed portfolio, you'll work across our entire customer base — engaging customers based on health-score triggers and lifecycle signals. Data points you to the customers who need attention most, exactly when they need it.

This is a proactive, signal-led model. You'll spot risk before it becomes churn, identify growth opportunities early, and turn usage data into timely, high-value conversations. It suits someone energised by outcomes and genuinely motivated to help property managers succeed.

How this role is different

• No fixed portfolios — prioritised by health score and lifecycle stage across the whole base
• Triggered, not reactive — declining usage, adoption gaps, renewals and sentiment shifts surface the work
• Outcome-owned — you own retention, adoption and expansion for the customers you touch
• Play-driven — execute and refine repeatable plays so great outcomes scale

🏢 Responsibilities 

Proactive, health-led engagement 

• Monitor customer health: Work from health scores, product-usage data, adoption metrics and sentiment signals to identify which customers to engage and why. 
• Act on triggers: Respond to defined triggers with the right outreach and the right play. 
• Prioritise with purpose: Balance high-risk and high-opportunity customers across the base, focusing effort where it moves retention and growth most. 
• Personalise at scale. Combine one-to-one engagement with one-to-many resources (guides, webinars, in-app messaging) so every customer gets the right level of support. 
  

Retention & churn management 

• Own the save: Run retention plays when a customer flags as at-risk 

• Lead churn and cancellation conversations: Handle downgrade, cancellation and “thinking of leaving” conversations with empathy and commercial judgement — understand the real reason, address it where possible, and retain the relationship. 

• Reduce avoidable churn: Identify recurring churn drivers, feed them back into the business, and help close the gaps that cause customers to leave. 

• Re-engage and win back: Reconnect lapsing or disengaged customers before renewal risk becomes a cancellation. 

Growth & expansion 

• Spot upsell and cross-sell opportunities: Use usage and growth signals to identify expansion potential. 

• Surface and progress expansion: Recommend the right plan, feature or add-on, and either progress the conversation directly or hand off cleanly to Sales with full context. 

• Drive net revenue retention: Contribute to expansion revenue and protect existing revenue as twin goals of the role. 

Onboarding, adoption & value realisation 

• Accelerate time-to-value: Support customers post onboarding and early adoption so they get value quickly. 

• Deepen adoption: Help customers get more from core PropertyMe capabilities to embed the platform in their daily workflow. 

• Translate features into outcomes: Connect product capability to the customer’s real goals: saving time, reducing errors, and growing their rent roll. 

Voice of the customer & advocacy 

• Be the customer’s advocate: Capture feedback, themes and friction points, and channel them to Product, Support and Marketing to improve the experience. 

• Grow advocates. Identify happy, high-value customers for reviews, references, case studies and the PropertyMe community. 

• Measure sentiment: Use NPS / CSAT and qualitative feedback to track and lift how customers feel about PropertyMe over time. 

Data, reporting & operational rigour 

• Keep the system of record clean: Log interactions, outcomes and next steps in the CS / CRM platform so health data and reporting stay accurate. 

• Refine the playbooks: Test what works, share what doesn’t, and help turn successful interventions into repeatable plays for the team. 

• Report on outcomes: Track and communicate your impact on retention, adoption and expansion. 

Cross-functional collaboration 

• Work across the business: Partner with Support on escalations, Sales on expansion, Product on feedback and roadmap, and Marketing on customer programs and communications. 

💭 About you 

Essential 

• Experience in Customer Success, account management, retention or a related customer-facing role — ideally in SaaS or technology. 

• A genuinely proactive operator who takes initiative and follows through to an outcome rather than waiting to be asked. 

• Confident handling difficult conversations — churn, cancellations and objections — with empathy and commercial judgement. 

• Comfortable working from data: you can read health scores and usage signals and turn them into the right action. 

• A commercial mindset — you can spot and articulate growth and expansion opportunities. 

• Excellent communication and relationship skills across phone, video, email and in-app channels. 

• Strong prioritisation and time management — you can manage many customers and competing signals without dropping the ball. 

• Curious and adaptable — comfortable in a model that’s evolving and keen to help shape it. 

Nice to have 

• Experience with a Customer Success platform or CRM (e.g. health-score tooling, HubSpot, Salesforce or similar). 

• Familiarity with the property management, real estate or PropTech industry. 

• Experience working in a pooled, scaled or one-to-many Customer Success model. 

• A track record of contributing to playbooks, processes or continuous improvement. 
  

🪴 The Benefits and Perks 

• A nurturing and empowering team to help you reach your full potential 

• Hybrid work environment (2 days from the office) 

• Beautiful offices in Sydney CBD 

• High autonomy and recognition in your role 

• Vibrant culture with regular events 

• Fully stocked kitchen 

• Job security working for one of Australia's leading PropTech companies 

PropertyMe is not partnering with recruitment agencies for this role.