Customer Success Manager

🏡 Our Story 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. Your work will directly impact the day-to-day lives of real estate professionals, tenants and owners across Australia and New Zealand. 📖 About the Role We're evolving how our Customer Success team operates. Rather than managing a fixed portfolio, you'll work across our entire customer base — engaging customers based on health-score triggers and lifecycle signals. Data points you to the customers who need attention most, exactly when they need it. This is a proactive, signal-led model. You'll spot risk before it becomes churn, identify growth opportunities early, and turn usage data into timely, high-value conversations. It suits someone energised by outcomes and genuinely motivated to help property managers succeed. How this role is different No fixed portfolios — prioritised by health score and lifecycle stage across the whole base Triggered, not reactive — declining usage, adoption gaps, renewals and sentiment shifts surface the work Outcome-owned — you own retention, adoption and expansion for the customers you touch Play-driven — execute and refine repeatable plays so great outcomes scale 🏢 Responsibilities Proactive, health-led engagement Monitor customer health : Work from health scores, product-usage data, adoption metrics and sentiment signals to identify which customers to engage and why. Act on triggers : Respond to defined triggers with the right outreach and the right play. Prioritise with purpose: Balance high-risk and high-opportunity customers across the base, focusing effort where it moves retention and growth most. Personalise at scale. Combine one-to-one engagement with one-to-many resources (guides, webinars, in-app messaging) so every customer gets the right level of support. Retention & churn management Own the save : Run retention plays when a customer flags as at-risk Lead churn and cancellation conversations : Handle downgrade, cancellation and “thinking of leaving” conversations with empathy and commercial judgement — understand the real reason, address it where possible, and retain the relationship. Reduce avoidable churn : Identify recurring churn drivers, feed them back into the business, and help close the gaps that cause customers to leave. Re-engage and win back : Reconnect lapsing or disengaged customers before renewal risk becomes a cancellation. Growth & expansion Spot upsell and cross-sell opportunities : Use usage and growth signals to identify expansion potential. Surface and progress expansion : Recommend the right plan, feature or add-on, and either progress the conversation directly or hand off cleanly to Sales with full context. Drive net revenue retention : Contribute to expansion revenue and protect existing revenue as twin goals of the role. Onboarding, adoption & value realisation Accelerate time-to-value : Support customers post onboarding and early adoption so they get value quickly. Deepen adoption : Help customers get more from core PropertyMe capabilities to embed the platform in their daily workflow. Translate features into outcomes : Connect product capability to the customer’s real goals: saving time, reducing errors, and growing their rent roll. Voice of the customer & advocacy Be the customer’s advocate : Capture feedback, themes and friction points, and channel them to Product, Support and Marketing to improve the experience. Grow advocates. Identify happy, high-value customers for reviews, references, case studies and the PropertyMe community. Measure sentiment : Use NPS / CSAT and qualitative feedback to track and lift how customers feel about PropertyMe over time. Data, reporting & operational rigour Keep the system of record clean : Log interactions, outcomes and next steps in the CS / CRM platform so health data and reporting stay accurate . Refine the playbooks : Test what works, share what doesn’t , and help turn successful interventions into repeatable plays for the team. Report on outcomes : Track and communicate your impact on retention, adoption and expansion. Cross-functional collaboration Work across the business : Partner with Support on escalations, Sales on expansion, Product on feedback and roadmap, and Marketing on customer programs and communications. 💭 About you Essential Experience in Customer Success, account management, retention or a related customer-facing role — ideally in SaaS or technology. A genuinely proactive operator who takes initiative and follows through to an outcome rather than waiting to be asked. Confident handling difficult conversations — churn, cancellations and objections — with empathy and commercial judgement. Comfortable working from data: you can read health scores and usage signals and turn them into the right action. A commercial mindset — you can spot and articulate growth and expansion opportunities. Excellent communication and relationship skills across phone, video, email and in-app channels. Strong prioritisation and time management — you can manage many customers and competing signals without dropping the ball. Curious and adaptable — comfortable in a model that’s evolving and keen to help shape it. Nice to have Experience with a Customer Success platform or CRM (e.g. health-score tooling, HubSpot, Salesforce or similar). Familiarity with the property management, real estate or PropTech industry. Experience working in a pooled, scaled or one-to-many Customer Success model. A track record of contributing to playbooks, processes or continuous improvement. 🪴 The Benefits and Perks A nurturing and empowering team to help you reach your full potential Hybrid work environment (2 days from the office) Beautiful offices in Sydney CBD High autonomy and recognition in your role Vibrant culture with regular events Fully stocked kitchen Job security working for one of Australia's leading PropTech companies PropertyMe is not partnering with recruitment agencies for this role.