Customer Success/Account Manager

**About Ailo**
One third of Australians live in a rental home and one in eight own one—but the experience is often less than ideal. Renters struggle to be heard, property investors lack transparency over their valuable assets, and property managers are tied to outdated technology. At Ailo, we're reimagining the $53B property management industry with a ground-breaking, data-powered platform that transforms operations and creates value for everyone.

**The Role: Customer Success & Account Manager**

We're seeking a passionate **Customer Success expert with property management experience** to drive real transformation for our customers. In this role, you'll go beyond traditional account management, guiding customers through change management, platform adoption, and engagement in their lifecycle. You will be data driven, relationship focused with a strong desire to usher customers to unlock the full potential of our platform, streamline their workflows, and enable business growth. If you thrive on building strong relationships and making a real impact, we'd love to hear from you

**Key Responsibilities**
- Customer Onboarding & Change Management_
- **Champion the Early Journey**: Work alongside our onboarding specialist to ensure our customers are set up for success and are supported through the initial stages of their journey, ensuring they understand the "why, what, how, who, and when" of transitioning to Ailo.
- **Facilitate Change**: Partner with Sales during the late-stage sales process to build confidence, set clear expectations, address "what-if" scenarios, and kick-start the change management journey.
- **Guide Through Proven Success**: Lead customers through our proven change management process, mentoring, monitoring, and coaching them to confidently adopt the platform and work through any challenges. Ensure they embrace best practices, overcome challenges, and fully integrate the platform into their daily operations for long-term success.
- Proactive Customer Engagement & Adoption_
- **Monitor & Diagnose**: Use engagement data, sentiment analysis, and feedback to proactively identify early warning signs of reduced adoption or potential churn.
- **Intervene Strategically**: Coordinate with technical support, enablement specialists, and product teams to swiftly resolve issues and boost platform adoption.
- Relationship & Strategic Account Management_
- **Build Trust**: Serve as the primary, trusted point of contact for strategic accounts, including agency business owners, directors, and department heads.
- **Partner**:Partner with customers on their growth journey ensuring value realisation through our platform and services. Work to create outcomes not just outputs.
- **Advocate Internally**: Represent the customer by sharing their insights and challenges with internal teams to drive product improvements and align future development with customer needs.
- Customer Advocacy & Success Storytelling_
- **Collaborate Across Teams**: Work with marketing and product teams to develop compelling customer success narratives supporting retention and the sales funnel.

**What We're Looking For**
- **Proven Expertise**: Demonstrated success in account management or customer success roles,ideally within the property management industry and with a strong grasp of change management principles.
- **Data-Driven & Proactive**: Ability to interpret customer engagement data and use it to drive proactive interventions that minimise churn risk.
- **Excellent Communicator**: Strong interpersonal skills and the ability to effectively engage with senior stakeholders, manage challenging situations and internal teams.
- **Problem Solver**: Adept at diagnosing complex customer challenges and collaborating cross-functionally to deliver timely, effective solutions.
- **Growth Mindset**: A passion for driving transformation and continuous improvement, both for our customers and for Ailo's internal processes.
- Please Note: We do not accept unsolicited CVs from recruitment agencies or third parties and will not be responsible for any associated fees or costs._