Customer Success Specialist - Agent Solutions @ Domain

Hatch

Sydney

Hybrid

AUD 90,000 - 130,000

Full time

3 days ago

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Benefits offered by this job

Parental leave (up to 20 weeks)

Novated leasing through Autopia

Leadership development programs

Regular social events

Job summary

Hatch, collaborating with Domain, is seeking a Customer Success Specialist to lead onboarding, training, and adoption of agent-solution software for real estate clients in Australia. You will manage customer relationships, monitor health metrics, and drive value throughout the lifecycle.

You will work in a hybrid role with autonomy, cross-functional collaboration, and opportunities for career progression in product or sales management within Domain’s ecosystem.

Qualifications

Strong account management experience.
Customer success background in Real Estate industry.
Experience with product training and customer retention.

Responsibilities

Lead onboarding for new customers to ensure smooth implementation and product adoption.
Guide customers through setup, training, and initial use cases.
Build and maintain strong relationships with assigned accounts; act as primary contact.
Monitor customer health metrics and ensure renewal readiness.
Identify opportunities for upsell or expanded adoption; collaborate with sales.

Skills

Account management

Customer success

Client-facing

CRM systems

SaaS experience

Tools

CRM systems

Job description

Digital Solutions for Real Estate agency clients.
Lead onboarding for new customers to ensure smooth implementation and product adoption.
Hybrid working, attractive commission and career growth.

Company Overview

CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world's real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.

We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our customers. We've continually refined, transformed, and perfected our approach to our business, creating a language that has become standard in our industry, for our customers, and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.

About Domain

Domain is a leading property technology and services marketplace that is home to one of the largest portfolios of property brands in Australia, including the Domain, Allhomes and Commercial Real Estate (CRE) platforms. In 2025, Domain became part of CoStar Group (NASDAQ: CSGP), a global leader in commercial real estate information, analytics, online marketplaces and 3D digital twin technology. Together, Domain and CoStar Group is dedicated to digitising the world’s real estate, empowering all people to discover properties, insights, and connections that improve their businesses and lives.

About The Role

As a Customer Success Specialist and under the wing of an experienced Leader, you will be a go-to expert for our Agent Solutions product suite - Responsible for successful software implementations and customer retention of the product set, demonstrating the product functionality to customers, and managing customer relations during all phases of implementation (planning, setup and delivery) to ensure timely and high-standard outcomes.

You will support the customer owner to help clients get maximum value out of our tech solutions and further embed Domain as an essential partner to their business functions.

Sitting within a close-knit team, this is a unique opportunity to join a household name in Australia’s property industry, work with a great deal of autonomy to make the role your own, and work towards career progression opportunities (be it Product, Sales Management or others) with the advantage of having worked cross-functionally with many other teams in Domain.

Why Join Us

We're the right-sized business for you to make a real impact, with a workplace culture where you can be you. There’s so many perks! Here’s some of the favourites…

Up to 20 weeks paid parental leave for primary carers.
Novated leasing through Autopia.
Leadership development programs, LinkedIn Learning and more.
Regular social events including our famous Innovation Days and annual BBQ!

In a Typical Day, You Can Expect To

Customer Onboarding & Adoption

Lead onboarding for new customers to ensure smooth implementation and product adoption.
Guide customers through setup, training, and initial use cases.
Provide product education, best practices, and usage guidance.

Customer Relationship Management

Partner closely with our Agency Sales Teams to create and deliver customer onboarding that articulates value to customers.
Act as the primary point of contact for assigned customer accounts, and build strong relationships.
Maintain regular engagement through check-ins, reviews, and proactive outreach.

Customer Retention & Health Monitoring

Monitor customer health metrics, engagement, and usage data.
Implement retention strategies, and ensure renewal readiness through ongoing value demonstration.
Serve as the internal advocate for customers across product, support, and operations teams.
Coordinate resolution of customer issues or escalations.
Ensure customer feedback is captured and communicated internally.

Growth & Value Expansion

Identify opportunities for upsell, cross sell, or expanded product adoption.
Partner with Sales or Account Management to support growth conversations.
Educate customers on new features, capabilities, and product improvements.

Customer Lifecycle Management

Support the full customer lifecycle, including onboarding, adoption, retention, and renewal.
Participate in customer business reviews or success planning sessions.
Contribute to improving customer success processes and playbooks.
Strong account management experience.
A customer success background working in (or with) the Real Estate industry.
Experience with product training & customer retention
Comfortable being client-facing and presenting in client meetings.
Valid Australian drivers license and own reliable vehicle (car allowance provided).

Nice To Haves

Tech / SaaS industry experience.
Technical and/or training experience with Saas platforms.
Familiarity with CRM system functions.

Equity, Diversity and Inclusion at Domain

Domain is enthusiastically and unapologetically committed to fostering an equitable, inclusive work culture which reflects our customers and communities. We are proactively looking for candidates from all lived experiences, including people with disability, and people of all ages, ethnicities, cultures (including Aboriginal and Torres Strait Islander Peoples), faiths, sexual orientations, and gender identities (including trans and non-binary people).

We are committed to providing an equitable recruitment process for people with disability. If you require adjustments during the process we’re here to support. If you wish to receive this job advertisement in an accessible format, or have a confidential chat about workplace adjustments, please contact our Equity, Diversity and Inclusion team at edi@domain.com.au or leave a message on 1300 858 356 and we will get back to you.

CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing

Key Responsibilities