Customer Success Director

22 hours ago

Sydney, New South Wales, Australia REA Group Full time

Develop your career at REA, one of Australia's leading digital businesses.

This is a permanent opportunity based in Sydney, with an estimated salary range of AU$180,000 - AU$220,000 per year.

About the role

We are seeking an experienced Customer Success Director to lead our team of Success Consultants. As a key member of our Customer Success leadership team, you will be responsible for driving platform adoption and usage by our customers, working closely with stakeholders across the organisation.

The ideal candidate will have leadership experience in a Customer Success or Account Management environment, with a proven track record of improving adoption and retention. You will be a commercially-minded leader who can inspire and motivate their team to deliver exceptional customer experiences and outcomes.

Your responsibilities

  • Lead a team of Success Consultants to achieve performance targets and OKRs
  • Build REA's Customer Success capability and ensure its effective integration and alignment across the organisation
  • Deliver REA's long-term Customer Success strategy to drive adoption, retention, and advocacy
  • Work with Sales, Product, and Marketing teams to define business customer needs and success measures
  • Draw on the team's intimate customer knowledge to surface opportunities to solve customer problems and work with Product, Marketing, and Sales to deliver solutions that expand customer value
  • Help provide transparent reporting of the team's performance and voice of customer insights to inform product priorities
  • Deliver on customer adoption, usage, growth, and retention targets
  • Connect 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
  • Empower the team to own their performance data, feedback, and quality conversations to support their growth

Your skills and qualifications

  • Leadership experience in a Customer Success or Account Management environment
  • Commercially-minded with a track record of improving adoption and retention (5+ years)
  • A people and customer-focused leader with minimum 3 years people leading experience who can capture the hearts and minds of their team
  • 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
  • Tech-savvy with experience successfully leveraging tech to deliver better customer and employee experiences

REA Group is committed to diversity and inclusion. We strive to create a workplace that reflects the diversity of our customers and the communities we serve. We encourage applications from people of all backgrounds and perspectives.

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