Head Of Customer Success

**Join the National Leader in Cloud-Based Property Management**

**Our Story**

PropertyMe is Australia's #1 property management platform with over 60% market share. PropertyMe is used by more than 35,000 real estate professionals to manage over 1. million properties.

Join a growing team, in a growing business as we continue to consistently grow our core business and also expand into exciting new markets and products.

Your work will make an impact on the day-to-day lives of millions of Australian real estate professionals, tenants and owners.

**Your Mission**

The Head of Customer Success
is responsible for driving engagement, adoption, retention, and portfolio growth through a high-performing team. Reporting to the Chief Customer Officer, this role ensures a seamless customer experience while overseeing the growth of corporate partner programs and strengthening key industry relationships.

Success will be measured by team performance, customer growth, feature utilisation, and revenue expansion.

**Responsibilities**

Responsibilities and duties of the role include, but are not limited to:
**Customer Success and Training Leadership**
- Lead and manage the day-to-day performance of the Customer Success and Training teams, ensuring KPIs and strategic goals are achieved
- Review and optimise business processes to enhance customer outcomes and employee experience
- Motivate, coach, and develop a high-performing, inclusive team to deliver against customer success metrics
- Plan and oversee customer and consumer feature rollouts:

- Ensure internal training and readiness across the team
- Drive customer uptake strategies to maximise feature adoption
- Formulate and deliver against targets related to:

- Increased customer utilisation of the platform.
- Increased revenue per customer portfolio.
- Lead and contribute to key customer improvement and engagement projects.

**Corporate Program Management**
- Manage the Corporate partner program, including:

- Identifying and qualifying new growth/loyalty partner opportunities
- Coordinating and delivering partner engagement events and initiatives as per agreements
- Representing the business at partner activities and strengthening industry relationships.

**Collaboration and Strategy Influence**
- Collaborate cross-functionally with product, support, marketing, and sales teams to share customer insights and influence business strategy.
- Utilise data-driven insights to continuously improve the customer journey and inform initiatives.

**Team Leadership**
- Conduct regular 1:1s, performance reviews, and team meetings.
- Support individual team members with tailored development and training plans.
- Build a culture of accountability, ownership, and high achievement.

**Who you are**
- A proven leader in Customer Success or similar SaaS/PropTech environments
- An open communicator who actively listens and builds trust with customers and teams
- Calm, resilient, and composed under pressure, inspiring others through leadership by example
- Adaptable, proactive, and always looking for ways to improve
- A strategic thinker who can turn vision into clear, measurable actions

**What you bring**
- Strong knowledge of customer onboarding, engagement, utilisation and retention strategies
- A well-established industry network with the ability to build advocacy and influence
- Demonstrated success in driving customer growth, adoption, and revenue outcomes
- A data-driven mindset with the ability to interpret and act on customer insights
- Excellent written and verbal communication skills
- Proficiency in Salesforce (or similar CRM) for customer journey and data management
- Deep product knowledge of PropertyMe—or the passion to quickly become a PropertyMe evangelist

**The Benefits and Perks**
- A nurturing and empowering team to help you reach your full potential
- Strong opportunities for career development in a growing company
- High autonomy and recognition in your role
- Vibrant culture
- Regular milestone parties
- Job security working for one of Australia's leading PropTech companies