Proactive Customer Success Lead: Retention & Growth

Property Me; Sydney; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work

Sydney CBD offices

Autonomy & recognition

Vibrant culture

Fully stocked kitchen

Job security

Job summary

PropertyMe is Australia’s leading real estate platform seeking a Customer Success professional to drive retention, adoption and expansion across the customer base. You will work across health-score based triggers and lifecycle signals, not in fixed portfolios, to engage customers at scale with high impact.

You will own retention, handle renewals and downgrades with empathy, and uncover growth opportunities by translating usage data into timely conversations that help property managers succeed.

Qualifications

• Experience in Customer Success, account management, retention or a related customer-facing role.
• Proactive operator who takes initiative and drives outcomes.
• Confident handling difficult conversations with empathy and commercial judgement.
• Comfortable reading health scores and usage signals and turning them into action.
• Commercial mindset with ability to spot growth and expansion opportunities.
• Excellent communication and relationship skills across multiple channels.
• Strong prioritisation and time management to handle many customers simultaneously.

Responsibilities

• Monitor customer health using scores, usage data, adoption metrics and sentiment signals to identify who to engage and why.
• Respond to defined triggers with appropriate outreach and plays.
• Balance high-risk and high-opportunity customers across the base to move retention and growth.
• Personalise engagement at scale using guides, webinars and in-app messaging to deliver value.

Skills

Customer Success

Account management

Retention

Data-driven

Commercial mindset

Communication

Time management

Adaptability

Tools

HubSpot

Salesforce

CRM

Job description

PropertyMe is Australia’s leading real estate platform seeking a Customer Success professional to drive retention, adoption and expansion across the customer base. You will work across health-score based triggers and lifecycle signals, not in fixed portfolios, to engage customers at scale with high impact.

You will own retention, handle renewals and downgrades with empathy, and uncover growth opportunities by translating usage data into timely conversations that help property managers succeed.