Customer Success Manager: Proactive Retention & Growth

PropertyMe; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work

Sydney CBD offices

Autonomy

Vibrant culture

Fully stocked kitchen

Job security

Job summary

PropertyMe is Australia's leading PropTech real estate platform, trusted by thousands of professionals across Australia and New Zealand. The Customer Success team is transforming how engagements are done, focusing on health scores and lifecycle signals to maximize retention and expansion.

You will proactively identify at-risk customers, drive value through personalized plays, and collaborate across Support, Sales, Product and Marketing to ensure customers achieve their goals with PropertyMe.

Qualifications

• Experience in Customer Success, account management, retention or a related customer-facing role.
• Proactive operator who takes initiative and follows through to an outcome.
• Confident handling difficult conversations - churn, cancellations and objections - with empathy and commercial judgement.
• Comfortable working from data: you can read health scores and usage signals and turn them into the right action.
• A commercial mindset - you can spot and articulate growth and expansion opportunities.
• Excellent communication and relationship skills across phone, video, email and in-app channels.
• Strong prioritisation and time management - you can manage many customers and competing signals without dropping the ball.
• Curious and adaptable - comfortable in a model that's evolving and keen to help shape it.

Responsibilities

• Monitor customer health and engagement using health scores and usage data.
• Respond to defined triggers with the right outreach and plays.
• Prioritise customers by risk and opportunity to improve retention and growth.
• Personalise at scale using guides, webinars and in-app messages.
• Own retention and expansion and drive net revenue retention.
• Collaborate with Support, Sales, Product and Marketing.

Skills

Customer Success

Account management

Retention

Data-driven

Communication skills

Tools

CRM

Job description

PropertyMe is Australia's leading PropTech real estate platform, trusted by thousands of professionals across Australia and New Zealand. The Customer Success team is transforming how engagements are done, focusing on health scores and lifecycle signals to maximize retention and expansion.

You will proactively identify at-risk customers, drive value through personalized plays, and collaborate across Support, Sales, Product and Marketing to ensure customers achieve their goals with PropertyMe.