Job Description
Our Story
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PropertyMe is Australia's #1 real estate platform with over 60% market share, used by more than 35,000 real estate professionals to manage over 1.8 million properties. Your work will directly impact the day-to-day lives of real estate professionals, tenants and owners across Australia and New Zealand.
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About the Role
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We're evolving how our Customer Success team operates. Rather than managing a fixed portfolio, you'll work across our entire customer base - engaging customers based on health-score triggers and lifecycle signals. Data points you to the customers who need attention most, exactly when they need it.
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This is a proactive, signal-led model. You'll spot risk before it becomes churn, identify growth opportunities early, and turn usage data into timely, high-value conversations. It suits someone energised by outcomes and genuinely motivated to help property managers succeed.
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How this role is different
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No fixed portfolios - prioritised by health score and lifecycle stage across the whole base
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Triggered, not reactive - declining usage, adoption gaps, renewals and sentiment shifts surface the work
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Outcome-owned - you own retention, adoption and expansion for the customers you touch
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Play-driven - execute and refine repeatable plays so great outcomes scale
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Responsibilities
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Proactive, health-led engagement
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Monitor customer health: Work from health scores, product-usage data, adoption metrics and sentiment signals to identify which customers to engage and why.
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Act on triggers: Respond to defined triggers with the right outreach and the right play.
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Prioritise with purpose: Balance high-risk and high-opportunity customers across the base, focusing effort where it moves retention and growth most.
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Personalise at scale. Combine one-to-one engagement with one-to-many resources (guides, webinars, in-app messaging) so every customer gets the right level of support.
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Retention & churn management
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Own the save: Run retention plays when a customer flags as at-risk
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Lead churn and cancellation conversations: Handle downgrade, cancellation and "thinking of leaving" conversations with empathy and commercial judgement - understand the real reason,



address it where possible, and retain the relationship.
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Reduce avoidable churn: Identify recurring churn drivers, feed them back into the business, and help close the gaps that cause customers to leave.
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Re-engage and win back: Reconnect lapsing or disengaged customers before renewal risk becomes a cancellation.
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Growth & expansion
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Spot upsell and cross-sell opportunities: Use usage and growth signals to identify expansion potential.
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Surface and progress expansion: Recommend the right plan, feature or add-on, and either progress the conversation directly or hand off cleanly to Sales with full context.
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Drive net revenue retention: Contribute to expansion revenue and protect existing revenue as twin goals of the role.
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Onboarding, adoption & value realisation
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Accelerate time-to-value: Support customers post onboarding and early adoption so they get value quickly.
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Deepen adoption: Help customers get more from core PropertyMe capabilities to embed the platform in their daily workflow.
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Translate features into outcomes: Connect product capability to the customer's real goals: saving time, reducing errors, and growing their rent roll.
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Voice of the customer & advocacy
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Be the customer's advocate: Capture feedback, themes and friction points, and channel them to Product, Support and Marketing to improve the experience.
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Grow advocates. Identify happy, high-value customers for reviews, references, case studies and the PropertyMe community.
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Measure sentiment: Use NPS / CSAT and qualitative feedback to track and lift how customers feel about PropertyMe over time.
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Data, reporting & operational rigour
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Keep the system of record clean: Log interactions, outcomes and next steps in the CS / CRM platform so health data and reporting stay accurate.
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Refine the playbooks:



Test what works, share what doesn't, and help turn successful interventions into repeatable plays for the team.
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Report on outcomes: Track and communicate your impact on retention, adoption and expansion.
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Cross-functional collaboration
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Work across the business: Partner with Support on escalations, Sales on expansion, Product on feedback and roadmap, and Marketing on customer programs and communications.
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About you
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Essential
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Experience in Customer Success, account management, retention or a related customer-facing role - ideally in SaaS or technology.
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A genuinely proactive operator who takes initiative and follows through to an outcome rather than waiting to be asked.
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Confident handling difficult conversations - churn, cancellations and objections - with empathy and commercial judgement.
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Comfortable working from data: you can read health scores and usage signals and turn them into the right action.
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A commercial mindset - you can spot and articulate growth and expansion opportunities.
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Excellent communication and relationship skills across phone, video, email and in-app channels.
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Strong prioritisation and time management - you can manage many customers and competing signals without dropping the ball.
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Curious and adaptable - comfortable in a model that's evolving and keen to help shape it.
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Nice to have
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Experience with a Customer Success platform or CRM ( —
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Familiarity with experience in real estate or PropTech industry.
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Experience working in a pooled, scaled or one-to-many Customer Success model.
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A track record of contributing to playbooks, processes or continuous improvement.
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The Benefits and Perks
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A nurturing and empowering team to help you reach your full potential
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Hybrid work workplace (2 days from the office)
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Beautiful offices in Sydney CBD
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High autonomy and recognition in your role
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Vibrant culture with regular events
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Fully stocked kitchen
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Job security working for one of Australia's leading PropTech companies
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PropertyMe is not partnering with recruitment agencies for this role.

📌 Customer Success Manager (New South Wales)
🏢 PropertyMe
📍 New South Wales