Senior CS Leader, Real Estate SaaS - 8m FTC (Hybrid)

Rea Group; Melbourne; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Hybrid work model

Birthday leave

Purchase additional leave

Parental leave offering

Because We Care program

Job summary

REA Group is seeking a Senior Customer Success Manager for Realtair, our end‑to‑end workflow platform for real estate agencies. You will partner with strategic customers, build executive relationships and drive measurable value through strategic planning and coaching.

Based in Melbourne with hybrid working, you will mentor teammates, lead business reviews, and help elevate customer outcomes while driving long‑term partnerships across Tier 1 and Tier 2 portfolios.

Qualifications

• 5+ years' experience in Customer Success, Strategic Account Management or Enterprise Account Management within a SaaS/tech/real estate environment.
• Proven success managing enterprise portfolios, driving adoption, retention, NRR and growth.
• Strong commercial acumen with ability to create value for customers while growing the business.
• Excellent communication, presentation and facilitation skills for EBRS/QBRs and workshops.
• Analytical skills to translate health and commercial data into strategic recommendations.

Responsibilities

• Deliver Realtair's Customer Success strategy across Tier 1 and Tier 2 customers to drive adoption, retention, advocacy and growth.
• Develop strategic Success Plans aligning Realtair solutions with customer objectives and measurable outcomes.
• Build trusted relationships with executive stakeholders and act as a strategic advisor to their business.
• Lead Executive Business Reviews, strategic planning sessions and product coaching, virtually and in person.
• Monitor customer health and outcomes; identify risks and create mitigation plans.
• Drive retention by aligning Realtair's platform to customer priorities and demonstrating value.
• Identify growth opportunities through expanded adoption, new products, licences and functionality.
• Voice the customer to Product, Sales, Marketing and Support to inform future improvements.
• Collaborate cross-functionally to deliver a seamless customer journey and continuous improvement.
• Use data and health metrics to identify trends, measure success and inform decisions.
• Maintain accurate customer records and strategic account plans, achieving retention and engagement KPIs.

Job description

REA Group is seeking a Senior Customer Success Manager for Realtair, our end‑to‑end workflow platform for real estate agencies. You will partner with strategic customers, build executive relationships and drive measurable value through strategic planning and coaching.

Based in Melbourne with hybrid working, you will mentor teammates, lead business reviews, and help elevate customer outcomes while driving long‑term partnerships across Tier 1 and Tier 2 portfolios.