Reapit – Who are we?

Reapit is the original, end-to-end business technology provider for estate agencies of all sizes. We’ve been helping sales and lettings agents to build relationships and grow their businesses for more than 25 years. Our technology connects property professionals in Europe, the Middle East, Australia, and New Zealand with buyers, sellers, tenants and landlords to power the relationships that change lives.

In Australia, Reapit stands as the preferred technology choice among the nation's leading estate agents and agencies. Tailored to the unique demands of the Australian property market, Reapit provides successful leaders with unparalleled tools across sales, property management, client relations, and data analytics, reinforcing their position at the pinnacle of real estate excellence.

What you’ll be doing

This is one of the most important leadership roles in Reapit.

You will be responsible for shaping and executing Reapit's AI-enabled customer experience strategy. Leveraging your experience of deploying AI within Customer Success, Support and Service operations, you will identify opportunities to improve customer outcomes, accelerate resolution times, scale service delivery and create a seamless, modern customer experience that combines automation with exceptional human support.

You will own the end-to-end customer experience after the contract is signed. You'll be responsible for ensuring customers realise value from our technology, successfully onboard, receive world-class support, remain loyal advocates and achieve meaningful business outcomes throughout their relationship with Reapit.

Your focus is entirely on customer success, onboarding, adoption, service delivery, retention and customer satisfaction. You'll build an AI based customer-centric operating model that puts client outcomes at the centre of everything we do.

Reporting to the Chief Commercial Officer, you will:

- Lead the development and execution of Reapit's AI-driven customer experience strategy, implementing technologies and workflows that improve customer satisfaction, increase service efficiency and enable scalable growth.
- Evaluate, select and deploy modern AI platforms, tools and automation capabilities across onboarding, customer support and customer success, ensuring they deliver measurable improvements in customer outcomes and operational performance.
- Lead and evolve all customer-facing post-sale functions globally, including Customer Success, Customer Support, Account Management, Implementation, Onboarding and Training.
- Create a customer-obsessed culture that champions responsiveness, accountability, service excellence and long-term customer outcomes.
- Build a up-to-date B2B SaaS customer organisation focused on adoption, engagement, health scoring, retention and customer lifetime value.
- Establish clear ownership and governance for customer onboarding, implementation and time-to-value.
- Develop AI based customer success frameworks that proactively identify risks, improve adoption and maximise customer outcomes.
- Lead support operations across all regions, ensuring customers receive consistent,



high-quality service regardless of geography.
- Define and monitor customer experience KPIs, including NPS, CSAT, retention, churn, onboarding effectiveness, resolution times and customer health metrics.
- Build scalable systems, processes and AI-enabled workflows that improve service quality whilst increasing operational efficiency.
- Work closely with Product and Technology teams to ensure customer feedback directly influences product direction and prioritisation.
- Drive continuous improvement across the customer journey by identifying friction points and opportunities to improve customer outcomes.
- Own executive relationships with strategic customers, acting as a senior escalation point when required.
- Develop a regionally focused team that remains close to local customer needs whilst operating within globally consistent customer experience standards.

Who we're looking for;

At Reapit, we prioritise hiring individuals who share our values and possess the right attitudes and behaviours for success. Whilst some of the listed requirements may be important, don’t worry if you don’t meet all of them, we’d still like to hear from you.

- Proven experience designing and implementing AI-enabled customer experience strategies within a B2B SaaS organisation, including the successful deployment of automation, conversational AI, knowledge management and customer engagement solutions.
- Deep understanding of the AI technology landscape across Customer Success, Support and Service Delivery, with a track record of selecting, implementing and scaling platforms that enhance both customer experience and team effectiveness.
- Significant leadership experience across Customer Success, Customer Experience, Customer Operations, Professional Services, Support or Customer Delivery functions within a scaling global B2B SaaS organisation.
- Experience implementing systems, automation and AI capabilities that improve customer experiences and operational effectiveness.
- A proven track record of building and leading high-performing customer organisations across multiple regions.
- Deep understanding of modern SaaS customer management, including onboarding, implementation, adoption, customer health, retention, renewals and customer advocacy.
- Strong understanding of AI customer support operating models, service management frameworks and customer experience best practice.
- Exceptional leadership skills with the ability to inspire teams around a customer-first vision and culture.
- Highly data-driven, with experience using customer metrics and insights to inform strategy and decision-making.
- Experience operating in international, multi-region environments with diverse customer requirements.

What your impact and success looks like





We expect your success and impact in the early stages of your career with us to look something like this:

Within 3 months

- Complete a comprehensive assessment of customer onboarding, customer success, support and service delivery functions across all regions.
- Identify key AI and automation opportunities capable of improving customer and employee experiences.
- Develop a clear view of the customer journey, identifying key friction points, service gaps and opportunities for improvement.
- Establish baseline customer performance metrics covering customer satisfaction, retention, onboarding effectiveness and support responsiveness.
- Define a customer strategy and transformation roadmap aligned to Reapit's growth ambitions.

Within 6 months:
- Deliver early AI enabled customer experience improvements with measurable gains in efficiency and customer satisfaction.
- Launch a customer operating framework with consistent standards, processes and performance measures across regions.
- Improve visibility of customer health, retention risks and adoption trends through enhanced reporting and customer intelligence.
- Introduce enhanced escalation management, service recovery and customer feedback programmes.
- Implement targeted improvements to onboarding, support responsiveness and customer success engagement.
- Establish stronger cross-functional connections between Product, Technology, Operations and Sales teams.

Within 12 months:
- Establish Reapit as a recognised customer-centric organisation with measurable improvements in customer satisfaction and retention.
- Deliver significant improvements in onboarding outcomes, customer health, support effectiveness and customer advocacy.
- Create a scalable customer organisation capable of supporting future growth whilst maintaining exceptional service standards.
- Embed customer insight into strategic decision-making across the business.
- Deliver measurable improvements in customer experience and operational efficiency through the successful deployment of AI-enabled customer service and customer success capabilities.
- Develop a best-in-class customer experience model that differentiates Reapit within the PropTech and B2B SaaS markets.
- We operate a Flexible Working Policy, and we would like you to work from our Brisbane office 2-3 of days a week.

Don't tick all the boxes? Neither do we

We care about our industry and want it to become a more inclusive and diverse place to work. So, we’re driven by hiring not only by experience and relevance for the role but by sharing our values and the right attitudes and behaviours for success. We are committed to Equal Employment Opportunity through attracting and retaining a complementary team of employees and building an inclusive environment for all.

We feel we have an empowering environment where everyone is supported and respected, and we want you to feel this too. We welcome new ideas, thinking and approaches, whilst listening to all our employees.

“We are a 2025 Circle Back Initiative Employer – we commit to respond to every applicant.”

📌 Global Head of Customer Engagement (Brisbane)
🏢 Reapit Australia u0026amp; New Zealand
📍 Brisbane