Customer Success Manager

Role Overview

This is a hybrid role, offering the flexibility to work from home, with in-office days at our Sydney/Melbourne location as required. You may also be required to spend some time on the road to support your clients in your portfolio which may include interstate travel. You will manage a diverse portfolio, overseeing the training, support, and promotion of CampaignAgent’s suite of products.

What You Will Do

Reporting to the Head of Customer Success, you will take ownership of agency accounts within your portfolio, driving engagement, retention, and long-term partnership success through strong relationship management and proactive communication. You will engage and build rapport with all agencies in your portfolio, prioritising key clients with a strategic and refined approach.

Why It Might Be a Fit

This is an exciting opportunity to play a pivotal role in driving adoption, strengthening partnerships, and shaping the success journey of Australia’s top real estate agencies. You will take ownership of any issues raised by our customers and proactively manage the delivery of effective solutions.

Requirements

• Take ownership of agency accounts within your portfolio, driving engagement, retention, and long-term partnership success through strong relationship management and proactive communication.
• Engage and build rapport with all agencies in your portfolio, prioritising key clients with a strategic and refined approach.
• Manage the onboarding of new agencies in your territories via the digital onboard program, taking an engaging approach to ensure each team is confident using the platform, sees value early, and is set up for long-term success.
• Liaise with your Sales/Success colleagues to understand the territory, facilitate smooth handovers, and align on goals.
• Liaise with key stakeholders such as Principals as well as Sales Agents & operational staff at the office level.
• Maintain regular, proactive contact with agencies to discuss market trends, platform performance, introduce new products or features and support the client’s journey through product upgrades.
• Using data and reporting to identify utilisation trends to recommend and implement strategies that drive increased product adoption.
• Take ownership of any issues raised by our customers and proactively manage the delivery of effective solutions.
• Collaborate across teams to refine customer segments, simplify internal processes, and identify areas of friction in the customer journey to drive a better overall experience.
• Maintain knowledge of all CampaignAgent product features and upgrades and ensure changes are communicated to our agencies.
• Tackle special tasks and projects as required by business needs.

Benefits

• A hybrid and flexible approach to working
• Flexible leave options including, birthday leave and purchase additional leave
• Flexible parental leave offering for primary and secondary carers
• Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity
• Hackdays so you can bring your big ideas to life