Senior Customer Success Manager
HybridRichmond, Victoria, Australia
Job Summary
Deliver Realtair's Customer Success strategy across Tier 1 and Tier 2 customer portfolios to drive adoption, retention, and commercial growth. Develop strategic Success Plans that align solutions with business objectives, leading Executive Business Reviews and product coaching sessions. Build trusted relationships with executive stakeholders by identifying risks, developing mitigation plans, and identifying commercial growth opportunities through expanded platform adoption. Act as the voice of the customer by sharing insights and feedback with Product, Sales, and Marketing teams to influence future improvements. Maintain accurate customer records while consistently achieving retention, growth, and engagement KPIs. This role requires 5+ years of experience in Customer Success or Strategic Account Management within a SaaS or real estate environment.
Required Qualifications
- 5+ years' experience in Customer Success, Strategic Account Management or Enterprise Account Management within a SaaS, technology or real estate environment
- Proven success managing enterprise or strategic customer portfolios, driving adoption, retention, Net Revenue Retention (NRR) and commercial growth
- Strong commercial acumen, with the ability to identify opportunities that create value for customers while driving sustainable business growth
- Proven ability to build trusted relationships with executive stakeholders, confidently influencing and challenging constructively to achieve shared business outcomes
- Experience developing and executing strategic Success Plans that align customer objectives with measurable business outcomes
- Exceptional communication, presentation and facilitation skills, with confidence leading Executive Business Reviews (EBRs), Quarterly Business Reviews (QBRs) and strategic workshops
- Strong analytical skills with the ability to translate customer health and commercial data into strategic recommendations
- A proactive, customer-first mindset with a passion for delivering exceptional customer experiences and long-term partnerships
- Highly self-motivated with the ability to work autonomously while collaborating effectively across Sales, Product, Support, Marketing and Finance
Desired Qualifications
- Experience within the real estate or PropTech industry
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