Customer Success Manager

Customer Success Manager

REA Group

About the Role

Reporting to the Head of Customer Success, you will manage a diverse portfolio, overseeing the training, support, and promotion of CampaignAgent's suite of products. Your success will be measured by utilisation, revenue, 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.

This is an exciting opportunity to play a pivotal role in driving adoption, strengthening partnerships, and shaping the success journey of Australia's top real estate agencies.

Key Details

• Location: Remote role open to regional candidates (no requirement for office based work). Hybrid role, offering the flexibility to work from home, with in-office days at Sydney/Melbourne location as required. May also be required to spend some time on the road to support clients in your portfolio, which may include interstate travel.
• Hours: Part time (4 days per week)
• Contract: 9 month fixed-term contract (potential to extend)
• Position ID: R0015635

About CampaignAgent

CampaignAgent is REA Group's vendor payments and financing platform, helping Australian real estate agencies make property marketing and preparation more accessible through secure Pay Now and Pay Later solutions. Integrated with leading real estate platforms, CampaignAgent reduces administration, supports stronger vendor campaigns and helps agencies grow sustainably.

About REA Group

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. We 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.

Your Responsibilities

• 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 key clients with a strategic and refined approach.
• Manage the onboarding of new agencies in your territories via the digital onboard program, taking an 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 market trends, platform performance, introduce new products or features and support the client's journey through product upgrades.
• Use 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.
• 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.

What We're Looking For

• 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 key clients with a strategic and refined approach.
• Ability to manage the onboarding of new agencies through digital programs with an engaging approach.
• Strong liaison and collaboration skills with colleagues, clients, and stakeholders.
• Proactive communication and relationship management abilities.
• Data-driven approach to identifying and implementing strategies.
• Strong problem-solving and customer issue management skills.
• Knowledge of or ability to quickly learn CampaignAgent product features.

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.

Perks & Benefits

• 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