Role Overview As a Senior Customer Success Manager, you partner with Realtair’s most strategic customers to help them achieve meaningful business outcomes and maximise the value of their investment. You build trusted relationships with executive stakeholders, gain a deep understanding of their business strategy, challenges and measures of success. Through strategic planning, proactive coaching and data‑driven insights, you help customers maximise adoption, realise measurable value and strengthen their long‑term partnership with Realtair.

Responsibilities - Deliver the Realtair Customer Success strategy across a portfolio of Tier1 and Tier2 customers to drive adoption, retention, advocacy and long‑term commercial growth.

- Develop strategic Success Plans that align Realtair’s solutions with each customer’s business objectives, defining measurable outcomes and sharing accountability for achieving them.
- Build trusted relationships with executive stakeholders, business leaders and key decision‑makers, becoming a strategic advisor.
- Lead Executive Business Reviews, strategic planning sessions and product coaching, both virtually and in person.
- Monitor customer health and business outcomes to proactively identify risks, develop mitigation plans and maximise customer value.
- Drive retention by aligning the platform to customer priorities and demonstrating measurable business value.
- Identify commercial growth opportunities through expanded platform adoption, new products, additional licences and emerging functionality.
- Act as the voice of the customer by proactively sharing insights, feedback and market trends with Product, Sales, Marketing and Support to influence future improvements.
- Collaborate cross‑functionally to deliver a seamless customer experience and drive continuous improvement across the customer journey.
- Use customer data, health metrics and analytics to identify trends, measure success and inform strategic decisions.
- Maintain accurate customer records,



strategic account plans, while consistently achieving retention, growth and customer engagement KPIs.

Qualifications - 5+ years’ experience in Customer Success, Strategic Account Management or Enterprise Account Management within a SaaS, technology or real estate environment.

- Proven success managing enterprise or strategic customer portfolios, driving adoption, retention, Net Revenue Retention (NRR) and commercial growth.
- Strong commercial acumen with the ability to identify opportunities that create value for customers while driving sustainable business growth.
- Proven ability to build trusted relationships with executive stakeholders, confidently influencing and challenging constructively to achieve shared business outcomes.
- Experience developing and executing strategic Success Plans that align customer objectives with measurable business outcomes.
- Exceptional communication, presentation and facilitation skills, with confidence leading Executive Business Reviews (EBRs), Quarterly Business Reviews (QBRs) and strategic workshops.
- Solid analytical skills with the ability to translate customer health and commercial data into strategic recommendations.
- A proactive, customer‑first mindset with a passion for delivering exceptional customer experiences and long‑term partnerships.
- Highly self‑motivated with the ability to work autonomously while collaborating effectively across Sales, Product, Support, Marketing and Finance.
- Experience within the real estate or PropTech industry is highly desirable.

Perks & Benefits - Hybrid and flexible approach to working.

- Flexible leave options, including birthday leave and the option to purchase additional leave.
- Flexible parental leave for primary and secondary carers.
- The "Because We Care" program offers volunteering leave, community grants, matched payroll giving and a Community Café donating 100% of revenue to charity.
- Hackdays to bring big ideas to life.
- Diversity, Equity and Inclusion commitment and a working environment that embraces and values diversity.

📌 Senior Customer Success Manager (Melbourne)
🏢 Rea Group
📍 Melbourne