Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Target Resume Now
Tailor your resume to this Customer Success Manager role.
Rezi rewrites your resume against Property Me's job description. Free.
Tailor your resume to this Customer Success Manager role.
Rezi rewrites your resume against Property Me's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Customer Success Manager posting at Property Me — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Customer Success Manager posting at Property Me — free, in seconds.
About the Role
This role involves working across PropertyMe's entire customer base, engaging customers based on health-score triggers and lifecycle signals to proactively identify risks, growth opportunities, and drive customer success. It suits someone motivated by outcomes and helping property managers succeed.
Responsibilities
- Monitor customer health using health scores, product usage data, adoption metrics, and sentiment signals.
- Act on defined triggers with appropriate outreach and engagement strategies.
- Prioritize engagement efforts on high-risk and high-opportunity customers to maximize retention and growth.
- Personalize customer engagement through a combination of one-to-one interactions and scalable resources.
- Manage customer retention by executing retention plays for at-risk customers.
- Lead conversations regarding churn, cancellations, and downgrades with empathy and commercial judgment.
- Identify and address recurring churn drivers to reduce avoidable churn.
- Re-engage and win back lapsed or disengaged customers.
- Identify upsell and cross-sell opportunities based on usage and growth signals.
- Recommend appropriate plans, features, or add-ons and facilitate expansion conversations or handoffs to Sales.
- Contribute to net revenue retention by driving expansion revenue and protecting existing revenue.
- Accelerate customer time-to-value post-onboarding and during early adoption.
- Deepen customer adoption of core PropertyMe capabilities to integrate the platform into their workflows.
- Translate product features into customer outcomes such as time savings, error reduction, and business growth.
- Act as the customer's advocate by channeling feedback to Product, Support, and Marketing.
- Identify and nurture customer advocates for reviews, references, case studies, and community engagement.
- Measure customer sentiment using NPS/CSAT and qualitative feedback.
- Maintain accurate customer data and reporting by logging interactions in the CS/CRM platform.
- Refine playbooks by testing interventions and sharing successful strategies.
- Track and communicate impact on retention, adoption, and expansion.
- Collaborate with Support on escalations, Sales on expansion, Product on feedback, and Marketing on customer programs.
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 follows through to achieve outcomes.
- Confident in handling difficult conversations (churn, cancellations, objections) with empathy and commercial judgment.
- Comfortable working with data, including health scores and usage signals, to drive action.
- Possesses a commercial mindset to identify and articulate growth and expansion opportunities.
- Excellent communication and relationship-building skills across phone, video, email, and in-app channels.
- Strong prioritization and time management skills to manage multiple customers and competing signals.
- Curious and adaptable, comfortable in an evolving environment.
- Experience with a Customer Success platform or CRM (e.g., health-score tooling, HubSpot, Salesforce or similar) is a plus.
- Familiarity with or experience in the real estate or PropTech industry is a plus.
- Experience working in a pooled, scaled, or one-to-many Customer Success model is a plus.
- A track record of contributing to playbooks, processes, or continuous improvement is a plus.
Skills
- Customer Success
- Account Management
- Retention
- SaaS
- Technology
- Proactive Engagement
- Data Analysis
- Health Scores
- Usage Signals
- Commercial Acumen
- Communication
- Relationship Building
- Prioritization
- Time Management
- Adaptability
- Customer Relationship Management (CRM)
- Real Estate
- PropTech
Location
- Sydney CBD
Work Type
- Hybrid
- Full-time
Experience Level
- Mid-level
Benefits
- Nurturing and empowering team environment
- Hybrid work environment (2 days from the office)
- Beautiful offices in Sydney CBD
- High autonomy and recognition
- Vibrant culture with regular events
- Fully stocked kitchen
- Job security
About the Company
- PropertyMe is Australia's #1 real estate platform with 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.
- One of Australia's leading PropTech companies.