Sales Manager Customer Success

About the role

Melbourne Based Permanent Role 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 Customer Success is part of REA's Consumer & Customer group and sits within a Centre of Excellence model designed to create more consistent, high-impact customer experiences. The team partners closely with customers and internal stakeholders to drive adoption, usage, loyalty and long-term customer ROI across the REA portfolio. This role will lead a team responsible for turning customer outcomes into measurable commercial results. You'll lead from the front, lifting capability, sharpening execution and creating the conditions for your team to deliver exceptional customer and business outcomes. What the role is all about Reporting into the National Sales Director - Customer Success, you'll lead and guide a team of Customer Success Consultants to meet and exceed retention targets by driving stronger adoption and usage of REA products. As a member of the Customer Success Leadership Team, you will help develop and execute the Customer Success strategy to drive adoption, retention and advocacy, while partnering closely with leaders across Sales, Product, and Marketing to ensure the team is focused on the right priorities and delivering the right outcomes for customers. You'll be accountable for: Building and leading a high-performing Customer Success team, creating clarity around expectations, lifting capability through coaching, and embedding a culture of accountability, growth and continuous improvement Delivering strong commercial outcomes by driving customer adoption, protecting and growing retention, and consistently meeting or exceeding revenue targets across the portfolio Strengthening customer sentiment and advocacy by ensuring customers realise clear value from their partnership with REA and experience meaningful business outcomes over the long term Maintaining a clear view of team and portfolio performance through accurate reporting, actionable insights and a strong understanding of customer trends, risks and opportunities Translating voice-of-customer insights into action by partnering with Product, Marketing and Sales to solve customer problems, shape better solutions and unlock greater customer value Ensuring customers are set up for success across key REA products by driving feature adoption, increasing product usage and improving retention through proactive, value-led customer engagement Orchestrating the right support around the customer by knowing when to bring in specialist partners across the business, including Relationship Managers, Specialist Sales and Customer Support, to deliver a seamless and effective customer experience This is a role for someone who knows how to scale impact through people. You won't just manage performance - you'll raise the bar on what great Customer Success leadership looks like. Who we're looking for You're a proven leader in Customer Success, account management or a related commercial environment, with a track record of improving adoption, retention and team performance in fast-paced, change-heavy businesses. You bring: Proven people leadership experience, with the ability to build trust quickly, set a high performance bar, create clarity in complex environments and inspire teams to deliver at their best Strong commercial acumen and a sharp understanding of the metrics that drive customer value, retention, growth and business performance The ability to influence across a complex organisation, align diverse stakeholders and bring teams together around shared customer and commercial outcomes Strong judgement, curiosity and resilience, with the confidence to solve problems, make decisions and lead others through ambiguity and change Confidence using data and analytics to spot risks early, uncover opportunities and turn insights into clear actions that improve performance Deep customer focus, strong coaching capability and a demonstrated ability to lift both team performance and customer outcomes in parallel Most importantly, you're motivated by building high-performing teams, creating meaningful customer impact and helping great people take the next step in their careers. Why join us? This is an opportunity to lead one of the most important teams in the customer journey at REA. You'll shape strategy, influence cross-functional outcomes, and play

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