Customer Success Manager

Senior Customer Success Manager

ActivePipe is the leading real estate email marketing platform across Australia and New Zealand, empowering agents, brokerages, and mortgage brokers to build stronger client relationships and accelerate business growth. As part of the MoxiWorks family, we bring proven success from thriving markets in the US, Australia, and New Zealand.

Through deep market research and close collaboration with real estate professionals, we understand the daily challenges this dynamic industry faces. Our platform transforms these pain points into opportunities by seamlessly connecting systems, automating intelligent follow-up, and delivering personalized client experiences that drive results.

Trusted by premier brands throughout ANZ, ActivePipe stands as a property and finance technology leader, dedicated to empowering the innovators and relationship-builders who are shaping the future of real estate.

The Senior Customer Success Manager plays a key role in the retention and loyalty of our customers. The primary focus of the Customer Success Manager is to deliver a smooth and efficient customer experience from onboarding, training, and on-going support.

The secondary object of your role will be to work closely with the Sales, Marketing, and Product teams on various projects and initiatives. You will have the ability to influence and improve the revenue of hundreds of our customers so you will have a thorough understanding of MoxiWorks' technology, including ActivePipe, and how it can be applied to solve the problems our customers face.

This position offers a unique combination of important customer-facing meetings and the ability to change the business from within, based on learnings with our customers.

Location: Melbourne, VIC, AUS Hybrid (3 days per week)

Your Next Opportunity:

• Develop and maintain intricate knowledge of MoxiWorks' ANZ products
• Nurture, retain and negotiate with customers on opportunities to prevent churn and secure optimal terms
• Work closely with customers to ensure MoxiWorks solutions are successfully adopted into their teams' daily workflow while communicating ROI for our clients throughout the entire lifecycle
• Manage your pipeline, weekly and daily forecasts and meet regularly with your leader to review
• Drive initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty from our customers
• Play a key role in the creation of comprehensive data-driven ANZ Customer Success strategic plans
• Represent the voice of the customer to provide valuable insights to our Product, Marketing, and Sales functions
• Be proactive in monitoring customers' level of engagement with our product and provide feedback to colleagues regarding product and service improvements
• Partner with our departments to manage customer on-boarding, product rollout and product updates as well as training
• Conduct reviews on the results of existing customer success strategies and programs to identify areas of improvement
• Assist in developing and implementing customer feedback programs
• Build customer advocates who will speak on behalf of MoxiWorks to share success stories

What Qualifies You:

• Previous customer service experience and the ability to build rapport with our customers via phone, email, and video conferencing
• The ability to work both in a team, assisting junior team members, and independently with excellent time management and organizational skills
• Ability to take initiative and think creatively to solve any problems that may arise
• Resilience in a scale up environment where we often must solve unique problems not encountered before
• Be excited by technology and the powerful benefits it can provide our customers
• Strongly driven to achieve and take pride in excellent outcomes
• MoxiWorks is an ambitious venture capital backed company. You will need to be comfortable with responsibility, change, and continuous learning
• Strong verbal and written communication skills

Annual Salary Range: On Target Earnings $150k (Base $110k + Variable pay opportunity $40k with individual and team goals/payouts and upside potential) + super

Moxians Are Covered: All benefits are subject to review on an annual basis whereas we continuously assess our total reward proposition aligning with the needs of our people, our business, and the market. All benefits start 1st of the month.

• Get paid on your birthday
• Employee Assistance Program via Uprise Platform
• Hybrid work arrangements
• Paid maternity and paternity leave
• Employee Referral Program
• Employee Health & Wellness
• Access to salary sacrifice for superannuation
• Employee Engagement/Recognition Programs
• Novated lease salary packaging options
• Enjoy a vibrant office culture with premium facilities at The Commons in Cremorne

Note: benefits may vary by country and region we operate in.

At MoxiWorks, innovation happens when diverse perspectives come together. That's why we are committed to creating an inclusive, supportive workplace where people from all backgrounds can thrive and do their best work. We welcome applicants of all identities and lived experiences, including people from culturally and linguistically diverse communities, people with disability, and people of all gender identities. We are proud to be an equal opportunity employer, and we make hiring decisions based on skills, potential, and values alignment. We take our core values seriously and work hard to create an environment where you feel welcomed. The best ideas come from teams that reflect the world we are building for.

No Agencies Please.