Customer Success Manager at REA Group

REA Group; Sydney, Melbourne; Hybrid; AUD 70,000 - 110,000; Part time

Benefits offered by this job

Hybrid & flexible work

Flexible leave options

Parental leave

Volunteer leave & grants

Hackdays

Job summary

REA Group is seeking a Customer Success professional to manage a diverse portfolio of Australian real estate agencies within CampaignAgent. You will drive engagement, retention and long-term partnerships while guiding onboarding and adoption of our pay-now/pay-later platform.

The role reports to the Head of Customer Success, involves cross-functional collaboration with sales, technology, marketing and support teams, and offers hybrid working with in-office days in Sydney/Melbourne and some

Qualifications

• Own agency accounts and drive engagement and retention.
• Onboard new agencies via the digital onboarding program.
• Collaborate with sales, technology, marketing and customer support.
• Use data to identify utilisation trends and optimise adoption.

Responsibilities

• Take ownership of agency accounts within your portfolio and drive engagement, retention and long-term partnerships.
• Lead onboarding of new agencies through the digital onboarding program to ensure confidence and value.
• Maintain proactive contact with agencies to discuss trends, performance and product updates.
• Collaborate across teams to refine customer segments and improve the customer journey.

Skills

Relationship management

Customer onboarding

Cross-functional teamwork

Data-driven decisions

Communication skills

Job description

This Full time on site position offers great opportunities for career growth. 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)

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 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.

Our 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

Commitment to Diversity, Equity, and Inclusion

We 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 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.