Customer Success Lead

4 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

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