Customer Success Manager

About the role

12 month fixed-term contract Sydney Based 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 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 we are - 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 We are currently looking for an experienced Customer Success Manager, based in Sydney, to focus on a portfolio of clients across NSW, ACT & NT. 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 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. This is a hybrid role, offering the flexibility to work from home, with in-office days at our Sydney location as required. You'll also spend some time on the road, meeting clients in person across NSW and support our ACT & NT clients, which may require occasional interstate travel. 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. 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 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 market trends, 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. 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 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 presenting and training, 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 ma

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