Senior Customer Success Director

1 day ago

Sydney, New South Wales, Australia REA Group Full time

Company Overview

The REA Group is a leading digital media and services company that enables people to search, find, and share property information. We are passionate about empowering Australians with the right tools and information to make informed decisions about buying, selling, and renting property.

We're looking for a Senior Customer Success Director to lead our Customer Success team in Sydney, NSW. As a key member of our leadership team, you will be responsible for driving customer adoption, retention, and advocacy across our portfolio of accounts.

Salary: $200,000 - $250,000 per annum

Job Description:

As a Senior Customer Success Director, you will be responsible for leading a team of experienced Customer Success Consultants who support a portfolio of high-value accounts. Your primary objective will be to drive customer success by identifying opportunities to improve adoption, retention, and advocacy across our customer base.

You will work closely with cross-functional teams, including Sales, Product, and Marketing, to develop and execute customer success strategies that meet business objectives. This includes building strong relationships with key stakeholders, developing tailored customer experiences, and communicating value propositions that drive business outcomes.

Key Responsibilities:

  • Lead a team of experienced Customer Success Consultants to achieve customer adoption, retention, and advocacy targets
  • Develop and execute customer success strategies that meet business objectives, working closely with cross-functional teams
  • Build strong relationships with key stakeholders to understand customer needs and develop tailored customer experiences
  • Communicate value propositions that drive business outcomes and improve customer satisfaction
  • Monitor and report on customer metrics, such as adoption, retention, and Net Promoter Score (NPS)

Required Skills and Qualifications:

  • Leadership experience in a Customer Success or Account Management environment, preferably in a fast-paced and change-intensive setting
  • Commercially-minded with a track record of improving adoption and retention
  • People-focused leader with minimum 3 years of experience leading a team, able to capture hearts and minds and inspire performance and growth
  • Systems thinker with 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

Benefits:

At REA Group, we offer a competitive salary package, plus benefits such as flexible work arrangements, professional development opportunities, and a dynamic and supportive work environment.

Other Requirements:

To be successful in this role, you will need to be comfortable with analytics to identify and predict customer risks and opportunities, and be able to translate insights into impactful actions. You will also need to thrive in ambiguous environments and help lead others through change.

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