Customer Success Manager - Agent Solutions

• Digital Solutions for Real Estate agency clients.
• Lead onboarding for new customers to ensure smooth implementation and product adoption.
• Hybrid working, attractive commission and career growth.

About the Role

As a Customer Success Manager and under the wing of an experienced Leader, you will be a go-to expert for our Agent Solutions product suite - Responsible for successful software implementations and customer retention of the product set, demonstrating the product functionality to customers, and managing customer relations during all phases of implementation (planning, setup and delivery) to ensure timely and high-standard outcomes.

You will support the customer owner to help clients get maximum value out of our tech solutions and further embed Domain as an essential partner to their business functions.

Sitting within a close-knit team, this is a unique opportunity to join a household name in Australia's property industry, work with a great deal of autonomy to make the role your own, and work towards career progression opportunities (be it Product, Sales Management or others) with the advantage of having worked cross-functionally with many other teams in Domain.

Why Join Us:

We're the right-sized business for you to make a real impact, with a workplace culture where you can be you. There's so many perks! Here's some of the favourites…

• Hybrid working policy.
• Up to 20 weeks paid parental leave for primary carers.
• Wellbeing Leave.
• Novated leasing through Autopia.
• Leadership development programs, LinkedIn Learning and more.
• Regular social events including our famous Innovation Days and annual BBQ!

In a typical day, you can expect to:

Customer Onboarding & Adoption

• Lead onboarding for new customers to ensure smooth implementation and product adoption.
• Guide customers through setup, training, and initial use cases.
• Provide product education, best practices, and usage guidance.

Customer Relationship Management

• Partner closely with our Agency Sales Teams to create and deliver customer onboarding that articulates value to customers.
• Act as the primary point of contact for assigned customer accounts, and build strong relationships.
• Maintain regular engagement through check-ins, reviews, and proactive outreach.

Customer Retention & Health Monitoring

• Monitor customer health metrics, engagement, and usage data.
• Implement retention strategies, and ensure renewal readiness through ongoing value demonstration.

Issue Resolution & Advocacy

• Serve as the internal advocate for customers across product, support, and operations teams.
• Coordinate resolution of customer issues or escalations.
• Ensure customer feedback is captured and communicated internally.

Growth & Value Expansion

• Identify opportunities for upsell, cross sell, or expanded product adoption.
• Partner with Sales or Account Management to support growth conversations.
• Educate customers on new features, capabilities, and product improvements.

Customer Lifecycle Management

• Support the full customer lifecycle, including onboarding, adoption, retention, and renewal.
• Participate in customer business reviews or success planning sessions.
• Contribute to improving customer success processes and playbooks.

Our Ideal Person:

ESSENTIALS:

• Strong account management experience.
• A customer success background working in (or with) the Real Estate industry.
• Experience with product training & customer retention
• Comfortable being client-facing and presenting in client meetings.
• Valid Australian drivers license and own reliable vehicle (car allowance provided).

NICE TO HAVES:

• Tech / SaaS industry experience.
• Technical and/or training experience with Saas platforms.
• Familiarity with CRM system functions.

About Domain and CoStar Group

Domain is one of Australia's most trusted and loved property brands, helping millions of Australians find their dream home and stay informed about the property market. Now, Domain has joined forces with CoStar Group, a global leader in real estate information, analytics, and online marketplaces to take the next big leap in property technology and data innovation.

As part of CoStar Group, an S&P 500 company with more than 35 years of experience transforming how people understand and transact real estate, Domain is entering an exciting new era of growth. CoStar is investing heavily in new products, technology, and people to revolutionise how Australians access property data, insights, and marketplaces. This is a rare opportunity to join a world-class research team at the intersection of two powerful brands - Domain's local market expertise and CoStar's global scale and technology - as we build the future of real estate intelligence together.

What's Next?

We'll give your application the thoughtful attention it deserves and get back to you as soon as possible. If there's a match, one of our recruitment consultants will reach out-so keep your phone handy! We're genuinely excited about the chance to work together and make a meaningful impact.

Equity, Diversity and Inclusion at Domain

Domain is enthusiastically and unapologetically committed to fostering an equitable, inclusive work culture which reflects our customers and communities. We are proactively looking for candidates from all lived experiences, including people with disability, and people of all ages, ethnicities, cultures (including Aboriginal and Torres Strait Islander Peoples), faiths, sexual orientations, and gender identities (including trans and non-binary people).

We are committed to providing an equitable recruitment process for people with disability. If you require adjustments during the process we're here to support. If you wish to receive this job advertisement in an accessible format, or have a confidential chat about workplace adjustments, please contact our Equity, Diversity and Inclusion team at edi@domain.com.au or leave a message on 1300 858 356 and we will get back to you.