Senior Customer Success Manager

WHO WE ARE

Equiem is a leading global SaaS Proptech company revolutionising the real estate industry. We empower property professionals with innovative solutions that streamline their workflows, enhance customer experiences, and drive business growth. Our cutting-edge technology has transformed how landlords digitise their buildings and make them exciting, productive, and vibrant workplaces.

Equiem started with two employees and one building in 2011. Today, we have 100+ staff, and our app lives in 800+ buildings worldwide, including many of the world’s most recognisable skyscrapers and campuses.

THE ROLE
*Please note this is a minimum 9-month contract role with possible extension or view to permanent

We are looking for a dynamic and experienced Senior Customer Success Manager to join our Melbourne-based team. In this role, you will be at the heart of our mission, ensuring that our clients fully leverage the power of Equiem’s products. You will work closely with a diverse portfolio of clients, helping them achieve their business goals while building strong, long-lasting relationships with our APAC customers.

Your responsibilities will include:

• Client Launch & Onboarding: Supporting new client launches and onboarding them through efficient project management and stakeholder engagement, ensuring a great first experience using Equiem's products. You will ensure high initial registrations and user engagement, helping clients understand how best to leverage our support and services.
  
• Account Management: Developing and maintaining relationships with a portfolio of key clients, understanding their unique needs, and helping them unlock the full potential of our products.
  
• Product Expertise: Becoming an expert on our Proptech solutions and helping clients use our tools effectively.
  
• Client Training: Conducting training sessions and workshops, both in person and virtually, helping clients become experts in using our products.
  
• Proactive Support: Monitoring product usage, analysing adoption data, and proactively identifying opportunities to improve customer experiences and drive ongoing value.
  
• Issue Resolution: Acting as the primary point of contact for client inquiries and collaborating with cross-functional teams to resolve issues quickly, ensuring customer satisfaction.
  
• Renewals and Upselling: Working with Account Managers to ensure client renewals and identify upselling opportunities to increase product adoption.
  
• Feedback and Improvement: Gathering client feedback and communicating it to our product teams to help improve and enhance our products.

IS THIS YOU?

We’re looking for a passionate individual who is not afraid to dream big and make those dreams a reality. The ideal candidate will have:

• 3+ years of experience in Customer Success, Account Management, or similar roles in the tech or property industries.
• Excellent communication, presentation, and interpersonal skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Proven experience managing multiple clients simultaneously and prioritising tasks effectively.
• Proficiency with CRM and customer success tools.
• Self-motivation and results-driven, with a passion for building positive relationships.
  
  

WHAT’S IN IT FOR YOU?

• Work in a supportive, collaborative team environment where successes are celebrated!
• Career growth opportunities in a global company.
• Competitive compensation package with attractive benefits.
• Flexible working conditions with a mix of office and remote work.
• A startup mentality in a global business – the opportunity to make a real impact!
  

This role is ideal for you if you thrive in fast-paced environments, have a go-getter attitude, and enjoy working with a team that will challenge and support you every step of the way.

Join us and help shape the future of the Proptech industry!

We are only able to consider applicants who have the legal right to work in Australia at the time of application