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About the Role

Evolve Customer Success operations by engaging the entire customer base based on health-score triggers and lifecycle signals. This proactive, signal-led model identifies risk, growth opportunities, and facilitates high-value conversations using usage data. The role suits individuals motivated to help property managers succeed and driven by outcomes.

Responsibilities

• Monitor customer health using health scores, product usage, adoption metrics, and sentiment signals.
• Respond to defined triggers with appropriate outreach and plays.
• Prioritize high-risk and high-opportunity customers to maximize retention and growth.
• Personalize support at scale through one-to-one engagement and one-to-many resources.
• Execute retention plays for at-risk customers.
• Lead churn and cancellation conversations with empathy and commercial judgment to understand reasons and retain relationships.
• Reduce avoidable churn by identifying recurring drivers and collaborating to close gaps.
• Re-engage and win back lapsing or disengaged customers before renewal risk.
• Identify upsell and cross-sell opportunities using usage and growth signals.
• Recommend and progress expansion opportunities, either directly or by handing off to Sales.
• Drive net revenue retention by contributing to expansion and protecting existing revenue.
• Accelerate customer time-to-value post-onboarding and early adoption.
• Deepen adoption by helping customers utilize core PropertyMe capabilities.
• Translate product features into customer outcomes like time savings, error reduction, and rent roll growth.
• Advocate for customers by capturing and channeling feedback to Product, Support, and Marketing.
• Grow customer advocates for reviews, references, case studies, and the PropertyMe community.
• Measure customer sentiment using NPS/CSAT and qualitative feedback.
• Maintain accurate system of record by logging interactions, outcomes, and next steps in CS/CRM.
• Refine playbooks by testing interventions and documenting successful repeatable plays.
• Report on outcomes, tracking impact on retention, adoption, and expansion.
• Collaborate cross-functionally with Support, Sales, Product, and Marketing.

Requirements

• Experience in Customer Success, account management, retention, or a related customer-facing role, ideally in SaaS or technology.
• Proactive operator who takes initiative and drives outcomes.
• Confident in handling difficult conversations (churn, cancellations, objections) with empathy and commercial judgment.
• Comfortable working with data, interpreting health scores and usage signals for action.
• Commercial mindset to identify and articulate growth and expansion opportunities.
• Excellent communication and relationship skills across various channels (phone, video, email, in-app).
• Strong prioritization and time management skills to manage multiple customers and signals.
• Curious and adaptable, comfortable with evolving models and keen to shape them.
• Experience with Customer Success platforms or CRM (e.g., HubSpot, Salesforce).
• Familiarity with property management, real estate, or PropTech industry.
• Experience in a pooled, scaled, or one-to-many Customer Success model.
• Track record of contributing to playbooks, processes, or continuous improvement.

Location

• Sydney CBD
• Hybrid

Work Type

• Hybrid
• Full-time

Experience Level

• Experienced

Benefits

• Nurturing and empowering team environment.
• Hybrid work environment (2 days in office).
• Beautiful offices in Sydney CBD.
• High autonomy and recognition.
• Vibrant culture with regular events.
• Fully stocked kitchen.
• Job security with a leading PropTech company.

About the Company

• PropertyMe is Australia's #1 real estate platform, holding over 60% market share.
• Used by more than 35,000 real estate professionals to manage over 1.8 million properties.
• Work directly impacts real estate professionals, tenants, and owners across Australia and New Zealand.