Position: Customer Success Consultant New

We're REA

With bold and ambitious goals, REA Group is 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 have been 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

The Customer Success Team sits within our Customer Group. The Customer Group is the driving force behind our flagship sites, realestate.com.au and realcommercial.com.au.

When you join the Customer Group, you join a cross-functional group of folks representing product, tech, sales and marketing, supported by PR, communications, HR, finance, legal – all the people you need to create products our consumers love and customers value. With realestate.com.au being the number one destination for people interested in property in Australia, as you can imagine – the group of legends working on our little red house are very passionate about what they do.

What the role is all about

The Customer Success Consultant is a vital role within REA's Customer Success team, responsible for managing a select portfolio of high-value accounts, delivering tailored support to drive adoption, retention, and advocacy of REA’s subscription services.

Key Responsibilities

- Manage and nurture relationships with key strategic accounts, ensuring they derive maximum value from REA’s products and services.
- Develop and execute comprehensive success plans tailored to the unique needs and goals of customers whilst partnering with your Relationship Managers & Specialist Sales counterparts.
- Contribute to being the voice of the customer within REA, proactively providing actionable feedback to drive continual improvements in products and services.
- Elevate customer success stories to showcase the ROI and value delivered by REA’s solutions.

Collaboration with Cross-Functional Teams

- Partner with Product, Marketing, and Sales teams to align on customer needs, and ensure coordinated execution of strategies that drive customer success.
- Influence product development initiatives based on customer feedback and insights, ensuring customer-centric enhancements.

Performance Metrics and Reporting

- Analyse customer data to identify trends, risks, and opportunities, and share insights to leadership.
- Use data-driven insights to develop strategies that improve customer engagement, satisfaction, and retention.

Expansion and Growth Initiatives

- Identify and make the most of upsell and cross-sell opportunities, collaborating with Sales to expand account value.
- Drive initiatives to enhance product adoption, customer engagement, and advocacy across the customer base.

Skills and Qualifications

- Demonstrated experience in Customer Success, Account Management, or a related role within a fast-paced technology or media environment.
- Proven track record of managing high-value accounts and improving adoption, retention, and expansion metrics.
- Strong commercial acumen with the ability to develop and execute strategic plans that deliver measurable business outcomes.
- Excellent stakeholder management and negotiation abilities, capable of influencing senior decision-makers.
- Analytical mindset with the ability to leverage data to inform strategies and drive impactful actions.
- Strong understanding of digital media, digital marketing, and property advertising trends and best practices.

Educational and Experience Requirements

- Clear and demonstrated experience in Customer Success, Account Management, or a related field. Real estate experience desired
- Bachelor's degree in Business, Marketing, or a related discipline preferred.
- Experience with SaaS products and familiarity with REA’s technology is highly beneficial.

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.

- A hybrid and flexible approach to working
- Flexible leave options including, birthday leave and purchase additional leave
- Flexible parental leave offering for primary and secondary carers
- Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity
- Hackdays so you can bring your big ideas to life

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. 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.

Like a lot of companies, we have perps out there who like to ‘phish’ and have had a few recent instances of people pretending to be from REA and making offers of employment, on the condition that they transfer money for security checks.

Our Adelaide office is a creative space for our close-knit team.

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