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 contemporary 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 modern 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 an

📌 Global Head of AI-Driven Customer Experience (Brisbane)
🏢 Reapit
📍 Brisbane