Customer Success Manager

REA; Sydney; Hybrid; AUD 45,000 - 75,000; Part time

Benefits offered by this job

Hybrid and flexible work arrangement

Flexible leave options (birthday leave

Flexible parental leave

Volunteer program (Because We Care)

Hackdays

Job summary

REA Group is seeking a proactive Customer Success professional to manage Agency CampaignAgent accounts. You will oversee training, support and promotion of CampaignAgent’s products, driving adoption and long-term partnerships across Australian agencies.

You will work in a hybrid setup with Sydney/Melbourne office days as required, and some interstate travel may be needed to support clients. This is a 9-month fixed-term contract with potential extension.

Qualifications

• Experience managing agency accounts and partnerships.
• Strong relationship management and proactive communication.
• Ability to collaborate with sales, technology, marketing and support teams.
• Comfort with data use to drive adoption and outcomes.

Responsibilities

• Take ownership of agency accounts, driving engagement and retention.
• Onboard new agencies via the digital onboard program for confident platform use.
• Collaborate with Sales/Success to align on territory goals.
• Maintain proactive contact with agencies to discuss trends and features.
• Use data to identify utilization trends and improve product adoption.
• Address customer issues and deliver effective solutions.
• Refine customer segments and streamline the customer journey.

Skills

Relationship management

Customer success

Communication

Collaboration with sales

Data-driven decisions

Job description

Remote role open to regional candidates (no requirement for office based work) Part time (4 days per week) 9 month fixed-term contract (potential to extend)

Where the team fits in

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.

What the role is all about

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 a hybrid role, offering the flexibility to work from home, with in-office days at our Sydney/Melbourne location as required. You may also be required to spend some time on the road to support your clients in your portfolio which may inculude 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.

Who 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.
• 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.
• 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.
• 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.

The REA experience

The 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.

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

We are committed to providing a working environment that embraces and values diversity, equity and inclusion.

We are an Australian-based digital media company with a passion for real estate. Our leading brand is Australia’s biggest property resource, realestate.com.au. We also operate the number one commercial property site, realcommercial.com.au, and have businesses that help property developers and other brands advertise with us. Whilst we live in Australia, we’ve also got ventures in Asia and North America, and have the vision of expanding our footprint further. Everything we do is driven by our purpose to ‘change the way the world experiences property’ – from product innovation to our international investments.