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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n 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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n Nice to have

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- Experience with a Customer Success platform or CRM (e.g. health-score tooling, HubSpot, Salesforce or similar).
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- Familiarity with the property management, 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 Advantages and Perks

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- A nurturing and empowering team to help you reach your full potential
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- Hybrid work environment (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 (Sydney)
🏢 PropertyMe
📍 Sydney