Does driving innovation and enriching our human experience through technology make you tick? At Re-Leased we are reimagining the future of commercial real estate.

Our cloud-based commercial property management software is designed to specifically meet the needs of commercial property owners and property managers and make Commercial Real Estate simple and seamless for all parties.

Your Role

The Customer Success Manager will play a vital role in the customer journey, acting as the customer’s product educator, expert and champion. The Manager is essential for driving customer satisfaction and ensuring long-term success through increased product adoption and usage, which in turn aids in identifying potential sales opportunities, fostering growth for the company. Using analytics the manager will identify at-risk customers and deploy scalable strategies to mitigate churn while promoting product adoption with targeted education.

Your Responsibilities

Adoption and churn reduction:

• Leverage the Customer Health Score tool to proactively identify and engage customers who have low scoring health or have recently dropped in health facilitating increased system adoption helping to mitigate churn risk at an early stage.
• Actively engage customers who have submitted product feedback to provide updates on development progress and upcoming features, promoting early adoption and helping mitigate any potential churn risk.
• Highlight new or underutilised features of the system and provide solutions for commonly faced challenges, delivered on mass to specific customer cohorts.
• Proactively engage high health scoring customers to introduce new product features and explore opportunities for increased system utilisation and introducing Account Management to help with system upgrades and upsells.

Customer engagement:

• Organise targeted campaigns for specific customer cohorts through a scalable multi-customer approach i.e. webinars, video content, email campaigns, workshops, etc. This will require metrics for success, progress reviews to continue ongoing engagement and collection of feedback for continuous improvement.
• Organise consultations to offer support for clients needing extra assistance or facing specific issues which may be in a group format, or on a single client level.
• Collaborate with team members to facilitate training sessions and product demonstrations.

Training and education:

• Lead and coordinate educational workshops, webinars and training sessions designed to broaden system understanding, increase adoption and product utilisation.
• Support our trainers to continue to develop and improve training content including guides, distribution materials and video tutorials, catering for diverse learning styles and schedules across multiple locations and system developments.
• Develop the framework for best in-class customer success by creating templates and procedures that optimise the Re-Leased customer experience.
• Gather and communicate feedback from your customer base to ensure we are focused on the voice of customer and always improving the way we work.

Your Experience

• Strong analytical problem-solving skills
• Excellent communication skills
• Ability to explain complex, technical concepts in simple, easy to understand terms.
• Commercial acumen and financial literacy
• Property Management experience

Our culture is very important to us too, and we strongly believe in living out our core values:

• People First: One team globally; our people and customers always come first.
• Find a Way: Like a river, we find a way around all obstacles
• Win or Learn: Our journey for improvement never ends; enjoy the ride!

Why Join Re-Leased?

This is an exciting opportunity to grow your career with a successful, growing, global Saas business where we encourage thought diversity and driving new ideas. We offer a genuine opportunity to enjoy a fast paced, challenging and rewarding environment and the chance to become part of an award winning team.

To express an interest please submit your details and tell us your story!