Client Success Manager

At Cotality, we are driven by a single mission—to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.

Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.

Job Description: About the role

Cotality's Prime Ecosystem is a leading job management platform purpose‑built for the insurance, building, and restoration industries. We’re looking for a Client Success Manager to take ownership of the end‑to‑end customer experience across our portfolio of Prime clients, acting as the primary point of accountability for client outcomes across satisfaction, retention, renewal, and value realisation.

This role is focused on helping clients achieve real, ongoing value from Prime —post initial onboarding through to long‑term adoption, optimisation, and renewal. Operating with a high degree of autonomy, you’ll work closely with clients and internal delivery, product, and commercial teams to ensure Prime is implemented well, embedded into day‑to‑day operations, and continually improved as client needs evolve.

This is not a sales role, but you will play a critical part in retention, expansion, and building trusted, long‑term client partnerships. Business travel is required from time to time, including visiting clients on‑site and attending relevant industry events and conferences.

What you’ll be responsible for

• Owning the client journey from onboarding and implementation through to steady‑state success
• Building strong, trusted relationships with operational and executive client stakeholders
• Running regular check‑ins, health reviews, and structured business reviews
• Hands‑on configuration and ongoing updates within Prime Ecosystem to support client workflows and operational requirements
• Working directly in the platform to set up, adjust, and optimise client environments as needs evolve
• Supporting clients to adopt best‑practice workflows across Prime Ecosystem
• Proactively identifying risks, issues, and improvement opportunities
• Acting as the voice of the customer internally, ensuring feedback informs product and process improvements
• Working closely with Product, Support, Training, and Delivery teams
• Maintaining accurate client records, notes, and health indicators

Job Qualifications: What we’re looking for

• Experience in Client Success, Account Management, or Customer Success (SaaS or technology‑enabled platforms preferred)
• Strong relationship‑building and communication skills
• Comfortable managing multiple clients and competing priorities
• Process‑driven, organised, and proactive
• Ability to translate client needs into clear internal actions and outcomes
• Experience with onboarding, training, implementation, or operational change is highly regarded
• Exposure to insurance, construction, restoration, or regulated industries highly regarded

Why join Cotality

• Work with engaged, long‑term clients in essential industries
• Be part of a growing SaaS platform with real‑world operational impact
• Collaborate closely with product, delivery, and training teams
• Flexible working arrangements
• Opportunity to grow into senior Client Success or leadership roles

Why Join Cotality?

Cotality has a culture of collaboration- we champion ownership, initiative and leadership! To support your whole self, our benefits are built to help you thrive at work and in life.

• In addition to modern offices across Australia and New Zealand, our hybrid working model provides you with the opportunity for flexible working conditions that work best for you and the business;
• 10 half days of Wellbeing leave each year to help you recharge and access to our Employee Assistance Program;
• $600 AUD annual wellbeing allowance for gym memberships, wellness apps, ergonomic gear and more;
• Generous Parental leave offering, $750 AUD in Baby Bucks and our peer recognition turned into rewards program - Bravo!
• Free subscription to the Calm app as well as other mindfulness tools, online health and nutrition courses;
• Complimentary access to Australia’s most comprehensive property research platforms including RP Data and exclusive employee-only market updates and access to the industry’s best property experts;
• Two community and volunteer leave days each year to support meaningful causes and our charity partners.

Cotality's Diversity Commitment:

Cotality is fully committed to employing a diverse workforce and creating an inclusive work environment that embraces everyone’s unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences.

Equal Opportunity Employer Statement:

Cotality is proud to be an Equal Opportunity Employer, committed to fostering a diverse, inclusive, and respectful workplace across Australia and New Zealand. We recruit, hire, train, and promote individuals based on merit, qualifications, and business needs, without regard to race, ethnicity, colour, national origin, citizenship, religion, sex, sexual orientation, gender identity, age, marital or family status, disability, or any other characteristic protected by applicable laws. We are committed to providing equal employment opportunities and maintaining a drug-free workplace free from discrimination, harassment, and bullying.

Please apply on our website for consideration.

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