Head of Customer Success

4 days ago

Melbourne, Australia REA Group Full time

Newly created leadership role in our Customer Success function- Ambitious leader who can design and deliver a best in class strategy- Permanent opportunity in a flexible working environment

We're REA

REA Group

is not your average digital business. From humble beginnings in a garage in Melbourne’s east in 1995, we have grown into a leading global digital business, specialising in property.

With bold and ambitious goals, we are changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home.

Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we’re proud to be named in Australia’s “Top 5” Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women.

What we’re doing

This is an exciting time for us, as we have created a brand new Head of Customer Success position within our Customer Operations & Solutions business unit. We’re looking for someone to head up our Success function: design and deliver a best in class strategy, while driving growth and continuous improvement. If you consider yourself a transformative leader, we want to hear from you. We have big ambitions for this space, so we’re looking for drive, passion, and energy to bring our plans to life.

While no two days are ever the same, you’ll be doing:
- Design and execute strategy for growth in products customer success supports- Close collaboration with Realtair partner - ensuring operating rhythms are efficient and best in class- Accountable for the successful onboarding, product adoption and retention of REAs products- Deliver stakeholder and executive product adoption and team performance reporting- Managing a large team of dedicated customer success consultants- Execute efficient success processes within Gainsight (success management platform)- Ensuring processes are efficient, with continuous improvements- Lives and breathes our Customer Group theme - our customers love doing business with us- Collaborate with Product and deliver insights that can lead to product enhancements via customer feedback- Manage expenses in collaboration with Executive Manager- Strong collaboration with Sales and Growth teams to ensure customer journeys are efficient and well understood

Who we’re looking for- 3+ years' experience leading Customer Success Teams and SaaS products- Strategic leader with experience in transformative management- You will have a strong commercial mindset that can look around corners- Experience with workforce planning- Enterprise mindset- Experience with Customer Success platforms- Comfortable with presenting to large audiences and collaborating with executive leadership- Strong stakeholder relationships and comfortable having courageous conversation

The REA experience

The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow. We’re committed to your development - both professionally and personally. Your experience with us is something we take seriously.

We offer:
- A hybrid and flexible approach to working
Flexible parental leave offering for primary and secondary carers- Programs to support mental, emotional, financial and physical health & wellbeing- Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity.- Hack Days so you can bring your big ideas to life- Performance recognition programs because hard work should never go unnoticed

Our commitment to Diversity, Equity, and Inclusion

We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking - be it cultural and ethnic backgrounds, gender identity, disability, age, sexual orientation, or any other identity or lived experience. We know diverse teams are critical to maintaining our success and driving new business opportunities. If you've got the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch.

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