Key skills
SaaSStakeholder ManagementCommunicationCustomer SuccessAccount Management
About this role
Role Overview
- Drive Retention & Customer Health
- Own a portfolio of customers with accountability for retention outcomes
- Proactively monitor customer health and identify risk signals early
- Lead retention conversations and risk mitigation strategies
- Build strong relationships with key stakeholders
- Increase Product Utilisation
- Ensure adoption of core and advanced platform capabilities
- Analyse usage data to identify gaps and drive action plans
- Partner with onboarding and training teams to embed best practices
- Promote a 'one platform' mindset to reduce fragmented tools
- Drive Customer Engagement
- Establish regular value-led touchpoints (QBRs, check-ins)
- Deliver insights to improve customer performance
- Connect customers to training, updates, and initiatives
- Facilitate participation in beta programs and advisory groups
- Advocate for the Customer
- Act as the voice of the customer internally
- Collaborate with Product, Support, and Onboarding teams
- Improve customer success processes and playbooks
- Drive Value Realisation
- Help customers define and track success metrics
- Translate product capability into measurable outcomes
- Ensure customers understand ROI
Requirements
- Experience in Customer Success or SaaS account management
- Strong stakeholder management skills
- Data-driven mindset
- Excellent communication skills
- Customer-first attitude
Benefits
- A nurturing and empowering team to help you reach your full potential
- Strong opportunities for career development in a growing company
- High autonomy and recognition in your role
- Vibrant culture
- Regular milestone parties
- Job security working for one of Australia's leading PropTech companies