Customer Onboarding Manager

Customer Onboarding Manager (PropTech SaaS) — iRealty.com.au

Northgate, Brisbane, Qld | Full-Time | Hybrid (1 day WFH) | $90,000 + 5% bonus

iRealty is one of Australia's leading real estate marketing platforms, helping agencies uncover listing opportunities, automate their nurturing, and turn their database into deal flow. We're scaling fast — and we're building a world-class Customer function to match.

We've just hired a Head of Customer Success to lead that build. Now we're looking for a Customer Onboarding Manager to own the most important window in any client's lifecycle: the First 30 Days.

This role is consultative, hands-on, and high-impact from day one. You'll work directly with new clients — understanding their goals, training their team as they get up and running, and continuously shaping the onboarding journey using our integrated platform.

✨ The Role

You'll join an established Customer Success team and own the First 30 Days end-to-end. This isn't a checklist role and you won't be building the tooling — we've already invested in an integrated onboarding platform. Your job is to shape the journey itself: how clients are guided through it, what they learn along the way, and how quickly they reach genuine value.

You'll deliver onboarding outcomes directly with clients while continuously refining the experience based on data, feedback, and what actually moves the needle. Working alongside our Head of Customer Success and the wider CS team, you'll embed onboarding into the broader CS engine — and as we scale, grow your influence with it.

💼 What You'll Do

Client Consultation:

• Zoom with new clients to understand their agency's goals, workflows, and what success actually looks like for them
• Translate that into a tailored onboarding journey — not a one-size-fits-all template
• Build genuine relationships from day one that set up long-term retention
• Lead high-value conversations with principals, agents, and admin staff — adjusting your style for each audience

Training & Enablement:

• Run training sessions, workshops, and 1:1 walkthroughs that turn new users into confident, capable iRealty operators
• Host group training and webinars for new client cohorts
• Create training assets and reference material that scale your impact beyond the live session

Problem-Solving:

• When clients hit a wall during onboarding, you call them and work the problem — you don't escalate it away
• Spot early signals that a client is disengaging and intervene before it becomes a churn risk
• Translate technical features into commercial outcomes that real estate professionals genuinely care about

Shaping the Journey:

• Use our onboarding platform's data to monitor Time-to-Value, NPS, CSAT and activation rates
• Continuously refine and improve the journey based on what's working — and what isn't
• Feed insights back to Product, Sales and the Head of CS to keep raising the bar

🎯 What You Bring

• Experience in Customer Success, Onboarding, or Implementation roles in SaaS (PropTech or real estate a strong plus)
• A consultative mindset — you ask the right questions to uncover what clients are actually trying to achieve
• Confidence as a trainer — you can run a workshop, walk a client through a workflow, and read the room on the fly
• A problem-solver's instinct — when a client gets stuck, you see a puzzle to crack, not a ticket to escalate
• Strong understanding of client onboarding, adoption, and the link between Day 1 experience and long-term retention
• Metric-driven thinking — TTV, NPS, CSAT and activation mean something to you
• Organisational discipline and an ownership mentality

🚀 Bonus Skills

• Experience with CS or onboarding tools (GHL, Launchbay, Gainsight, HubSpot Service Hub, Vitally, Intercom)
• Real estate industry knowledge or experience working with real estate agencies
• Digital marketing or CRM knowledge (email/SMS automation, segmentation, reporting)
• Experience hosting group training sessions or webinars
• Experience designing onboarding playbooks, SOPs, or journey maps

🌱 Our Values

✨ Delight Our Customers - We earn delight through insight — understanding our customers deeply and guiding them toward what will genuinely move the needle. Every interaction is a chance to make their day better and build relationships that last.

🤝 Team Player - We succeed together. We support each other, share knowledge freely, and celebrate collective wins.

🎯 Own It - We take responsibility — for our work, our decisions, and the experience we create.

🔧 Build Pipelines, Not Buckets - We create scalable systems, not temporary fixes.

🔍 Always Curious - We embrace innovation, ask better questions, and explore new ways to serve our clients.

🎉 Celebrate - We take time to recognise progress and enjoy the wins.

💰 What's In It For You

• Salary $90,000 ~ depending on experience
• 5% performance bonus tied to onboarding outcomes (TTV, NPS, retention)
• Hybrid working — Northgate office with 1 day WFH per week
• On-site parking, or a 5 minute walk from Northgate train station
• Direct mentorship from Head of Customer Success
• A genuine seat at the table during a real growth phase — your work will shape many iRealty client experiences

📨 If this resonates, we'd love to hear from you.

Send your CV and a short cover note (we mean short — tell us who you are, why this role, and one onboarding win you're genuinely proud of) to careers@irealty.com.au.

We review applications as they come in.

iRealty is committed to building a diverse and inclusive team. We encourage applications from people of all backgrounds.