Customer Success Lead

6 months ago

Melbourne, Australia REA Group Full time

Customer Success Lead
- Experience hybrid working arrangements in a flexible environment
- Permanent role based in Melbourne

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.

Where the team fits in

Customer Solutions and Operations works alongside Product, Marketing and Sales to deliver great experiences and outcomes that support customers to be successful.

What the role is all about

The Customer Success Lead role is responsible for establishing, growing, and leading the Customer Success team at REA. It works closely with our Product, Sales and Growth teams, helping customers achieve value from REA’s products and services faster.
- Building REA’s Customer Success capability and ensuring its effective integration and alignment at REA to deliver simple and seamless customer and employee experiences
- Delivering REA’s long terms Customer Success strategy to allow for future product support
- Working alongside key stakeholders in Product, Marketing and Sales to define businesscustomer needs and success measures
- Partnering with key stakeholders in Realtair to ensure a seamless experience is delivered for our customers
- Leading and coaching a specialist team to understand customer needs and behaviours and proactively support them to adopt and gain the full benefit of REA SaaS products and services whilst advocating for customers internally
- Drawing on the team’s intimate customer knowledge, surfacing opportunities to solve customer problems and working alongside Product, Marketing and Sales to deliver solutions that expand customer value
- Understand the metrics that matter from the business and customer’s perspectives; solving problems to continuously improve outcomes delivered
- Helping to provide transparent reporting of the team’s performance and voice of customer insights to inform product priorities
- Delivering on customer adoption, usage, growth and retention targets
- Connecting the team to REA’s purpose and strategy, ensuring they understand the meaning and contribution of their role and deliver with a one REA mindset
- Empowering the team to #ownit with performance data, feedback and quality conversations to support their growth
- Helping to build learning journeys and identify career pathways that strengthen REA’s internal customer success capability and mindset
- Thinking outside the box to solve problems.

Who we’re looking for
- Runs on the board: Leadership experience in a Customer Success environment that is fast-paced and change intensive
- A systems thinker: Proven success working across the organisational system to deliver optimal customer experiences and outcomes
- Strong stakeholder management skills and negotiation abilities
- Ability to sell and quickly deliver the foundational value proposition
- A role model of customer centricity with the ability to influence outcomes that improve the customer experience
- Comfortable with analytics to identify and predict customer risks and opportunities; able to translate insights into impactful actions
- A people and customer focused leader with minimum of 3 years people leading experience who can capture the hearts and minds of their team, helping them understand the business purpose and strategy, and inspiring them to perform and grow
- Someone who thrives in ambiguous environments, and helps lead others through change
- Tech savvy with experience successfully leveraging tech to deliver better customer and employee experiences
- Resourceful, focused self-starter

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 br

  • Customer Success Lead

    6 months ago

    Melbourne, Australia FrankieOne Full time

    **The role**: You are a superstar customer success lead that ensures our clients receive the very best experience on every level, both for your own customers and your team. You will drive and run Customer Success for our strategic account portfolio as a player/coach, leading by example, and driving your own opportunities while coaching others on theirs. You...

  • Customer Success Lead

    1 month ago

    Melbourne, Victoria, Australia Darktrace Full time

    About Darktrace:We are a leading cybersecurity company dedicated to protecting our customers' digital environments. Our mission is to free the world of cyber disruption by delivering complete AI-powered solutions.Role Overview:The Customer Success Manager will be responsible for managing a portfolio of enterprise accounts, building strong relationships with...

  • Customer Success and Growth Lead

    4 weeks ago

    Melbourne, Victoria, Australia Neota Full time

    We are seeking a skilled Customer Success Manager to join our team at Neota, a leading no-code automation cloud platform company.Estimated Salary: $85,000 - $110,000 per yearAbout Us:Neota is a rapidly growing software company that empowers customers to build and deploy bespoke expert automation system applications without coding expertise. Our clients...

  • Customer Success Lead

    3 weeks ago

    Melbourne, Australia Zitcha PTY LTD Full time

    At Zitcha, we’re at the forefront of revolutionising the retail media landscape, and we invite you to be part of our visionary team making Retail Media better for everyone.As the world's first Adaptive, Unified Retail Media Platform, Zitcha empowers retailers to unlock their full potential by seamlessly integrating planning, delivery, and insights across...

  • Customer Success

    6 months ago

    Melbourne, Australia Eptura Full time

    **Who are we**: Eptura is a global worktech company that provides software solutions for people, workplaces and assets to enable everyone to reach their full potential. With 16 million users across 115 countries, we are trusted by over 16,000 of the world’s leading companies to realise a better future at work. **Role Overview**: As a Customer Success...

  • Customer Success Manager

    3 weeks ago

    Melbourne, Victoria, Australia Darktrace Full time

    Darktrace is a global leader in cyber security AI, delivering complete AI-powered solutions to protect its customers from complex threats.We are seeking an experienced Customer Success Manager to lead our regional team and drive success in the field. As a key member of our organization, you will be responsible for driving usage, adoption, renewal, and...

  • Customer Success Manager

    1 day ago

    Melbourne, Victoria, Australia Lyrebird Health Full time

    This is an exciting opportunity to join Lyrebird Health, a leading company in AU, as a Customer Success Manager. With a rapidly growing team, you will play a crucial role in driving customer satisfaction and growth.The Customer Success Manager at Lyrebird Health focuses on building lasting relationships with SMB customers, ensuring they derive maximum value...

  • Customer Success Manager

    6 months ago

    Melbourne, Australia Cloud Factory Full time

    **Careers**: Help us to assist the growth and innovation of our fantastic clients. Supporting, implementing and developing systems such as SAP Business One, MYOB Advanced, Microsoft Dynamics 365 Business Central, PowerPlatform and Koerber Warehouse Management **What sets a team apart is great passionate people! Welcome to Cloud Factory!**: Cloud Factory...

  • Cloud Success Lead

    4 weeks ago

    Melbourne, Victoria, Australia Microsoft Full time

    Job OverviewWe are seeking an experienced Cloud Success Lead to join our team at Microsoft. This is a high-profile account position that requires strong leadership and technical skills.About the RoleThe successful candidate will be responsible for managing and orchestrating delivery activities within a key customer account. This includes customer success,...

  • Customer Success Advocate

    1 month ago

    Melbourne, Victoria, Australia Xplor Full time

    About This OpportunityXplor is seeking a skilled Customer Success Advocate to join our Melbourne-based team. As a key member of our Customer Success team, you will play a critical role in ensuring our customers achieve success with our platform.Key ResponsibilitiesProvide exceptional customer support and guidance on the effective use of our platform to...

  • Customer Success Manager

    6 months ago

    Melbourne, Australia PagerDuty Full time

    PagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud. Visit our careers site to explore life at PagerDuty, discover opportunities, and sign-up for job alerts! We are seeking an experienced and dynamic Portfolio Customer Success Manager to join our team. In this role, you will...

  • Manager, Customer Success

    3 months ago

    Melbourne, Australia Darktrace Full time

    Founded by mathematicians and cyber defense experts in 2013, Darktrace is a global leader in cyber security AI, delivering complete AI-powered solutions in its mission to free the world of cyber disruption. We protect more than 9,000 customers from the world’s most complex threats, including ransomware, cloud, and SaaS attacks.Our roots lie deep in...

  • Customer Success Representative

    1 month ago

    Melbourne, Victoria, Australia Fitness First Full time

    Unlock Your Potential with Fitness FirstWe are seeking a highly motivated and results-driven Customer Success Representative to join our team at Fitness First.About Us:Fitness First is a globally recognized leader in the fitness sector, operating 51 Australian clubs across New South Wales and Victoria. Our mission is to empower people to lead fearless and...

  • Customer Success Manager

    3 months ago

    Melbourne, Australia NEXTDC Full time

    **Company Description** At NEXTDC we are building the heart of Australia’s high-tech future. We design, build and operate world class, next generation data centres, using cutting edge, environmentally efficient infrastructure to service the broad requirements of local and international companies. As an Australian head officed, ASX100 listed company we...

  • Experience Lead

    3 weeks ago

    Melbourne, Victoria, Australia Xero Full time

    About This RoleWe are seeking an experienced Experience Lead to join our Melbourne-based Customer Success Team. The ideal candidate will have a proven track record of leading high-performing teams and driving business outcomes through exceptional customer experiences.Key ResponsibilitiesLead a team of Customer Experience Specialists in delivering exceptional...

  • Customer Success Manager

    7 months ago

    Melbourne, Australia Wrike Careers Page Full time

    Wrike is the most powerful work management platform. Built for teams and organizations looking to collaborate, create, and exceed every day, Wrike brings everyone and all work into a single place to remove complexity, increase productivity, and free people up to focus on their most purposeful work. **Our vision**:A world where everyone is free to focus on...

  • Customer Success Manager

    6 months ago

    Melbourne, Australia REAL TIME AUSTRALIA Full time

    Long term contract (up to 12+ months) working for a well-recognized Global brand Pref local to Melbourne; Should be flexible & open to Hybrid (WFH + WFO) Up to $450/day (incl. super) +trainings +laptop Make a difference in the lives of customers & work with an award-winning CS Team for one of the most recognized Software companies in the world! Role:...

  • Customer Success Associate

    2 weeks ago

    Melbourne, Australia inline Apps Australia Full time

    **About the Job** We are seeking a Customer Success Associate who will play a key role in supporting our Customer Success Managers (CSMs) and delivering exceptional service to our clients. In this role, you will assist CSMs with their daily workflows, ensuring they can provide an enhanced experience to our customers. This position offers direct exposure to...

  • Customer Engagement Associate

    6 months ago

    Melbourne, Australia Customer Engagement Centre Full time

    As the first point of contact for our national business, you will support internal stakeholders across all business units and assist with the customer journey, in line with Metricon Homes' mission and values. Reporting to the Senior Customer Engagement Associate, your responsibilities will include: Reporting to the Customer Engagement Centre Team Leader,...

  • Customer Success Liaison

    4 weeks ago

    Melbourne, Victoria, Australia AccountAbility Full time

    We are seeking a highly skilled Customer Success Liaison to join our team at AccountAbility, a leading technology consulting organisation based in Melbourne CBD. As a key member of our Customer Success team, you will be responsible for providing exceptional support to our customers and internal team, ensuring seamless delivery of our services. Key...