Customer Success Lead

Bring your experience leading an effective Customer Success team- 12-month fixed term opportunity located in Melbourne- A flexible working environment

We're REA

An Australian start-up success story we're quietly proud of. Our purpose is to change the way the world experiences property. No matter where you're at on your property journey, we're here to help on every step - whether that's buying, selling, renting or renovating.

We’re proud to have been named Australia’s 4th Best Workplace for the second year running. This recognition is a great proof point of our unique and special culture. A culture that is driven by our people, our values, and our commitment to making a difference in the community.

What we’re doing

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.

In addition, you can expect to:
- 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 business customer 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 flexible working environment, meaning we strike the balance of what you need and what works for the business (and yes, our leaders fully understand the benefits of working flexibly)- A hybrid approach to the future of work
Generous and flexible parental leave offering for primary and secondary carers- Support for your mental and physical health and wellbeing via our ‘You Matter’ Program- Because We Care program which includes volunteer leave and community grants, to ensure you have the opportunity to give back to your community- Hack Days for you to bring so you can bring your big ideas to life in a supportive learning environment- An additional day of leave just for your birthday

Oh, and by the way: