Customer Success Director

3 weeks ago

Sydney, New South Wales, Australia REA Group Full time

About the Role

We're REA Group, a leading global digital business specialising in property. We're changing the way the world experiences property, and we need a talented Customer Success Director to join our team.

Key Responsibilities

  • Lead a team of Customer Success Consultants to drive platform adoption and usage by REA customers.
  • Work closely with Account Partners, Technical and Product experts to ensure seamless customer and employee experiences.
  • Develop and execute a long-term Customer Success strategy to drive adoption, retention, and advocacy.
  • Collaborate with Sales, Product, and Marketing teams to define business customer needs and success measures.
  • Coach and empower the team to understand customer needs and behaviours, and proactively support them to adopt and gain the full benefit of REA SaaS products and services.
  • Draw on the team's intimate customer knowledge to identify opportunities to solve customer problems and work with Product, Marketing, and Sales to deliver solutions that expand customer value.
  • Understand the metrics that matter from the business and customer's perspectives, and solve problems to continuously improve outcomes delivered.
  • 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.
  • Help build learning journeys and identify career pathways that strengthen REA's internal customer success capability and mindset.

About You

  • Leadership experience in a Customer Success or Account management environment, with a track record of improving adoption and retention.
  • Commercially minded, with a strong understanding of customer needs and behaviours.
  • A people and customer-focused leader, with a minimum of 3 years' experience leading teams and inspiring them to perform and grow.
  • A systems thinker, with a proven ability to work 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, and able to translate insights into impactful actions.
  • 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.
  • Thrives in a multi-tasking environment, able to adjust priorities on the fly.

About REA Group

At REA Group, we're 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. We're proud to be a Circle Back Initiative Employer and commit to responding to every applicant. We're a place to learn and grow, and we're committed to your development – both professionally and personally.

What 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 and 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 to bring your big ideas to life.
  • Performance recognition programs because hard work should never go unnoticed.

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