Success Manager (Account Manager)

Key Flickers Pty Ltd; New South Wales; On-site; AUD 75,000 - 95,000; Full time

Job summary

A leading hospitality company in Australia, New South Wales, is seeking a Success Manager to manage a portfolio of property owners and partners. In this strategic role, you will deliver high-quality support, monitor performance, and proactively build relationships to ensure customer satisfaction and account growth. A passion for customer experience and strong problem-solving skills are essential.

Qualifications

• 3+ years experience in account management or client success.
• Strong organizational skills.
• Excellent verbal and written communication.

Responsibilities

• Manage a portfolio of property owners and partners.
• Deliver high-quality support and act as key contact.
• Monitor portfolio performance and resolve challenges.

Skills

Account management

Relationship management

Customer experience

Problem-solving

Communication

Job description

About MadeComfy

We are a passionate and diverse team on a mission to build the world’s most loved short‑term rental and hospitality company. Powered by our proprietary technology and a professional, customer‑centric approach, we support both Real Estate Agencies and individual property owners to maximise their short‑and mid‑term rental potential.

MadeComfy guests enjoy the comforts of home with private, self‑contained spaces that have full kitchens, fast WiFi, generous working areas and quality amenities, combined with the consistency of hotel‑grade service, professional cleaning, high‑quality linen and 24/7 support. Whether booking direct or through Airbnb, Booking.com or VRBO, guests experience the MadeComfy standard every time.

Overview of the Role

As a Success Manager, you will manage a portfolio of MadeComfy partners or property owners and act as their trusted advisor. Your role is to deliver consistent value, build strong relationships, and ensure exceptional performance across their properties.

Whether you are supporting real estate partners (Partner Success) or individual owners (Owner Success), you will take an innovative, proactive and solutions‑focused approach to:

• Strengthening relationships and building trust
• Collaborating to achieve high property performance and customer satisfaction
• Communicating insights, opportunities and outcomes
• Collaborating across teams to resolve issues quickly and effectively
• Contributing to ongoing process and service improvements

This is far more than a customer service role, it’s a strategic, relationship‑driven position with a strong commercial lens.

Key Areas of Responsibility

Relationship Management (Partners and/or Owners)

• Proactively communicate performance, updates and insights via phone, email and account check‑ins
• Provide timely, high‑quality support and act as the key point of contact for your portfolio
• Build confidence and trust through clear expectations, transparency and reliability

Performance & Problem Solving

• Monitor portfolio performance and work with internal teams (CX, Housekeeping, Operations, Supply, Finance) to resolve challenges
• Troubleshoot operational issues relating to guest stays, property readiness or financial queries
• Present performance updates to key stakeholders and collaborate on growth opportunities

Cross‑Functional Collaboration

• Partner with Finance to ensure statements and financial data are accurate and clearly communicated
• Work with operational teams to quickly resolve guest issues associated with your properties
• Support company‑wide projects that rely on strong cross‑team alignment

Account Growth & Retention

• Manage expectations throughout the customer journey
• Identify opportunities to improve performance and reduce churn
• Ensure each client feels valued, understood and supported

Key Metrics (KPIs)

• CSAT: Deliver high‑quality experiences in every interaction
• Call Handling: Be available when clients need support
• Email Response Times: Fast, helpful and professional communication
• Churn Prevention: Retain clients through trust, insights and proactive account management

What You Bring

• 3+ years in account management, relationship management or client success
• Strong organisational skills with the ability to manage competing priorities
• Critical thinking and calm problem‑solving under pressure
• Passion for customer experience and operational excellence
• Excellent verbal and written communication
• “Can do” attitude with a collaborative mindset
• Ability to learn new systems quickly
• Comfort in a fast‑paced, ever‑evolving business
• Enthusiasm for culture, team building and shared success
• Ability to manage expectations constructively and professionally
• Growth mindset with openness to feedback