Head of Customer Success

Join the National Leader in Cloud-Based Property Management

Our Story

PropertyMe is Australia's #1 property management platform with over 60% market share. PropertyMe is used by more than 35,000 real estate professionals to manage over 1. million properties.

Join a growing team, in a growing business as we continue to consistently grow our core business and also expand into exciting new markets and products.

Your work will make an impact on the day-to-day lives of millions of Australian real estate professionals, tenants and owners.

Your Mission

The Head of Customer Success
is responsible for driving engagement, adoption, retention, and portfolio growth through a high-performing team. Reporting to the Chief Customer Officer, this role ensures a seamless customer experience while overseeing the growth of corporate partner programs and strengthening key industry relationships.

Success will be measured by team performance, customer growth, feature utilisation, and revenue expansion.Responsibilities

Responsibilities and duties of the role include, but are not limited to:

Customer Success and Training Leadership

• Lead and manage the day-to-day performance of the Customer Success and Training teams, ensuring KPIs and strategic goals are achieved
  • Review and optimise business processes to enhance customer outcomes and employee experience
    • Motivate, coach, and develop a high-performing, inclusive team to deliver against customer success metrics
      • Plan and oversee customer and consumer feature rollouts:
        • Ensure internal training and readiness across the team
          • Drive customer uptake strategies to maximise feature adoption
            • Formulate and deliver against targets related to:
              • Increased customer utilisation of the platform.
                • Increased revenue per customer portfolio.
                  • Lead and contribute to key customer improvement and engagement projects.

Corporate Program Management

• Manage the Corporate partner program, including:
  • Identifying and qualifying new growth/loyalty partner opportunities
    • Coordinating and delivering partner engagement events and initiatives as per agreements
      • Representing the business at partner activities and strengthening industry relationships.

Collaboration and Strategy Influence

• Collaborate cross-functionally with product, support, marketing, and sales teams to share customer insights and influence business strategy.
  • Utilise data-driven insights to continuously improve the customer journey and inform initiatives.

Team Leadership

• Conduct regular 1:1s, performance reviews, and team meetings.
  • Support individual team members with tailored development and training plans.
    • Build a culture of accountability, ownership, and high achievement.

Who you are

• A proven leader in Customer Success or similar SaaS/PropTech environments
  • An open communicator who actively listens and builds trust with customers and teams
    • Calm, resilient, and composed under pressure, inspiring others through leadership by example
      • Adaptable, proactive, and always looking for ways to improve
        • A strategic thinker who can turn vision into clear, measurable actions

What you bring

• Strong knowledge of customer onboarding, engagement, utilisation and retention strategies
  • A well-established industry network with the ability to build advocacy and influence
    • Demonstrated success in driving customer growth, adoption, and revenue outcomes
      • A data-driven mindset with the ability to interpret and act on customer insights
        • Excellent written and verbal communication skills
          • Proficiency in Salesforce (or similar CRM) for customer journey and data management
            • Deep product knowledge of PropertyMe—or the passion to quickly become a PropertyMe evangelist

The Benefits and Perks ????

• A nurturing and empowering team to help you reach your full potential
  • Strong opportunities for career development in a growing company
    • High autonomy and recognition in your role
      • Vibrant culture
        • Regular milestone parties
          • Job security working for one of Australia's leading PropTech companies

It's uncertain times at the moment, but there's nothing uncertain about the opportunity here at PropertyMe, we're building something special and we want to chat with you about joining us, no matter your background. Apply now or check out our People & Culture team on LinkedIn, we're always open for a chat