Position: Customer Success Manager New

Company: REA Group Ltd.
Location: Washington
Posted on: April 4, 2025

Job Description:

• Permanent Role based in Brisbane or Sydney
• Role sits as part of Campaign Agent
• Look after a high value portfolio within the businessWe're REAWith 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.Where the team fits inProviding 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 and respected.What the role is all aboutReporting to the Customer Success Lead, you will manage a diverse portfolio, overseeing the training, support, and promotion of CampaignAgent's suite of products. Your success will be measured by product utilisation, team collaboration, and the creation of raving fans of our products. This role requires proactive and positive cross-functional teamwork with sales, technology, marketing, and customer support teams.
  • 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 program, providing top-tier service to our customers.
  • 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.
  • Make high-volume calls to discuss platform usage, upsell new products or features, and support the client's journey through product upgrades and improvements.
  • Using data and reporting, identify utilisation rates to recommend and implement strategies to increase product utilisation.
  • Take ownership of any issues raised by our customers and proactively manage delivering a solution to solve the problem.
  • Boost overall productivity by working cross-functionally to refine customer segmentation, assist in simplifying processes, and identify pain points at every stage of the customer journey.
  • Proactively identify high-risk churn agencies, assess trends, and capture insights.
  • Travel to visit agencies in person, along with remote meetings - this includes 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 preferable (sales, customer service, training, or account management).
    • 2 years minimum experience as Customer Success Manager
    • Skilled communicator (both written and verbal) who inspires enthusiasm and dedication in your team, peers, and clients.
    • Passionate about delivering exceptional customer experiences with a people-first approach.
    • Capable of working autonomously, prioritizing effectively, and thriving in ambiguous situations.
    • Creative, clear, and motivating communicator (both written and verbal).
    • 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 License.
      • This role requires regular travel across interstate and within local state.The REA experienceThe 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.
        • 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 Caf-- donates 100% of revenue to charity
        • Hackdays so you can bring your big ideas to lifeOur commitment to Diversity, Equity, and InclusionWe 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 e---ective 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.
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Keywords: REA Group Ltd., Washington DC , Position: Customer Success Manager New, Executive , Washington, DC