Technical Customer Success Manager – CRM Implementation

Technical Customer Success Manager – CRM Implementation

Property Shell is looking for a Technical Customer Success Manager to help our clients successfully implement, configure, adopt, and get long-term value from our CRM platform.

Property Shell is an Australian-built CRM and project sales management platform designed specifically for property developers, project marketers, and real estate sales teams. Our platform helps clients manage leads, stock, sales, contracts, reporting, payments, communications, and integrations in one centralised system.

We are entering an exciting growth phase as we continue expanding beyond Australia into international markets, including North America and beyond.

This is a client-facing SaaS role that combines customer success, onboarding, CRM implementation, technical support, workflow configuration, data troubleshooting, and change management. You do not need to be a software developer, but you do need to be technically confident, curious, organised, and excellent with clients.

About the role

As a Technical Customer Success Manager, you will work closely with clients to understand how their business operates, configure Property Shell to suit their workflows, and help their teams adopt the platform successfully.

You will be a key point of contact during onboarding, implementation, support, and ongoing account success. You will also work closely with our internal support, product, and development teams to troubleshoot issues, improve processes, and make sure clients are getting the most out of the system.

As Property Shell continues to grow internationally, you will play an important role in helping us scale that growth — supporting new clients, improving onboarding processes, strengthening implementation practices, and helping shape how we deliver great customer experiences across different markets.

This role would suit someone with experience in SaaS, CRM systems, customer success, onboarding, implementation, technical support, business systems, or change management.

What you’ll be doing

Client success and account management

• Build strong relationships with client stakeholders, administrators, and end users.
• Act as a trusted advisor for clients using Property Shell.
• Help clients understand best-practice workflows across leads, sales, stock, reporting, contracts, payments, and communications.
• Run client check-ins, onboarding sessions, training sessions, and system walkthroughs.
• Identify where clients need additional support, configuration, training, or process improvement.
• Help drive user adoption and successful change management across client teams.

Onboarding and implementation

• Manage new client onboarding projects from setup through to launch.
• Coordinate timelines, tasks, milestones, risks, and client deliverables.
• Gather client requirements and translate them into practical system configurations.
• Configure CRM workflows, automations, permissions, fields, filters, reports, templates, and user access.
• Support data imports, data cleaning, and migration activities using Excel, CSV files, and structured templates.
• Work with internal teams to ensure onboarding tasks are completed accurately and on time.

Technical support and troubleshooting

• Investigate and resolve technical and configuration-related client issues.
• Diagnose problems across CRM workflows, automations, integrations, reporting, stock, sales, and data.
• Review system behaviour, logs, API responses, import files, and reporting outputs to help identify issues.
• Escalate bugs or technical issues to developers with clear replication steps and business context.
• Test fixes, validate outcomes, and communicate clearly with clients throughout the process.

CRM configuration and process improvement

• Understand and configure CRM modules including leads, projects, properties, sales, contracts, reporting, communications, permissions, and automations.
• Help clients map their existing business processes into Property Shell.
• Identify opportunities to simplify, improve, or standardise client workflows.
• Contribute to onboarding playbooks, support processes, documentation, and implementation templates.
• Work with product and development teams to share client feedback and help improve the platform.

What we’re looking for

• Experience in SaaS, CRM, software implementation, customer success, technical support, account management, or business systems.
• Strong client-facing communication skills.
• Confidence working with business stakeholders, administrators, sales teams, and technical teams.
• Good understanding of CRM systems, workflows, fields, permissions, reporting, and automations.
• Ability to troubleshoot technical or configuration issues in a structured way.
• Comfortable working with Excel, CSV files, data imports, and data reconciliation.
• Strong project coordination skills and the ability to manage multiple client priorities at once.
• Excellent attention to detail.
• A calm, practical, and solutions-focused approach.
• Ability to explain technical concepts in simple language.

Nice to have

• Experience with CRM platforms such as Salesforce, HubSpot, Zoho, Agentbox, VaultRE, Rex, or similar.
• Experience in property development, project marketing, real estate, or property sales.
• Experience with REST APIs, Postman, Zapier, webhooks, or integration platforms.
• Experience with data migration, ETL, reporting, or database structures.
• Experience delivering onboarding, training, workshops, or change management programs.
• Experience working with developers, product teams, QA teams, or support teams.

The type of person who will succeed in this role

You enjoy helping people, but you also like getting into the detail of how systems work.

You can speak with a client in plain English, understand what they are trying to achieve, and then work through the technical or operational steps needed to make it happen.

You should be comfortable investigating issues, working with structured data, understanding workflows, and communicating clearly with both clients and technical teams.

You will suit this role if you are organised, proactive, calm under pressure, and comfortable taking ownership of client outcomes.

What’s in it for you

• Annual overseas team workations and retreats, with previous trips including Bali, Thailand, and other locations.
• The opportunity to spend meaningful time with our Australian and international team, combining focused work, planning sessions, team connection, and time together outside the usual day-to-day.
• Join a growing Australian PropTech company as we expand into international markets, including North America and beyond.
• Play a meaningful role in shaping how we onboard, support, and grow clients across Australia and overseas.
• Work directly with clients, product, support, and development teams, giving you exposure to many parts of the business.
• A role with real ownership, variety, and impact — not a narrow support desk position.
• A close-knit, ambitious, supportive team culture where people work hard, help each other, and enjoy the journey.

About Property Shell

Property Shell is a CRM and project sales management platform built for the people behind great property projects.

We help property developers, project marketers, and real estate sales teams manage their sales operations with better systems, clearer data, and more connected workflows.

We are Australian-built, with a growing team across Australia and overseas, and we are continuing to expand into international markets including North America and beyond.

We do not just hand over software and disappear. We work closely with our clients through onboarding, implementation, configuration, support, and ongoing improvement.

Our team is close-knit, ambitious, and practical. We care about building useful technology, solving real problems, and helping our clients work better.

We also make a real effort to stay connected as a team. We run regular overseas workations and retreats, with previous trips including Bali, Thailand, and other destinations, bringing the team together for planning, collaboration, product improvement, client strategy, and time together outside the usual workday.

We are looking for someone who wants to be part of the team, contribute properly, build strong relationships, and grow with us as Property Shell continues to expand.