Customer Success Manager
Customer Success Manager
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1-3years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
About Liviti
Liviti Property is Australia s investment advisory committed to delivering tailored property strategies and exemplary service from first contact through ownership and beyond. We leverage datadriven insights and a relationshipfirst ethos to ensure our members achieve their financial freedom goals.
The Role
As Liviti s Customer Success Manager you ll be the champion of member satisfaction driving deep engagement retention and advocacy across our property investment services. You ll partner with sales lending and operations to onboard new members proactively address concerns and uncover opportunities for ongoing value creation ensuring every client feels supported informed and delighted.
Key Responsibilities
Onboarding & Training: Guide new members through Liviti s advisory process deliver tailored welcome sessions and ensure they re fully equipped to act on their portfolio plan
Account Management: Serve as the primary point of contact conducting regular checkins (via Zoom phone or inperson) to monitor progress answer questions and resolve issues swiftly
Engagement & Adoption: Develop and deliver memberexclusive resources (webinars guides market updates) that maximize member understanding and utilization of our advisory tools
Retention & Advocacy: Track member health metrics identify atrisk relationships early and implement targeted strategies (renewal campaigns service enhancements) to maintain 90 retention
Upsell & Referrals: Spot opportunities for additional services or portfolio enhancements; collaborate with Sales to convert upsell and referral leads into revenue
CrossFunctional Collaboration: Liaise with Sales Investment Lending and Product teams to escalate feedback refine processes and drive continuous improvement
Reporting & Insights: Maintain accurate CRM records produce monthly success reports (NPS retention rates referral volumes) and present insights to leadership
Requirements
About You
3 years in Customer Success Account Management or Client Services ideally in property investment finance or a highvalue advisory environment
Exceptional interpersonal and communication skills with a genuine passion for nurturing longterm relationships
Datadriven mindset: comfortable working with CRM platforms and translating metrics into action plans
Proven problemsolver: you proactively identify challenges and craft creative membercentric solutions
Highly organized with meticulous attention to detail and the ability to manage multiple highvalue accounts simultaneously
Benefits
What We Offer
Dedicated member portfolio focus on deepening relationships not cold outreach
Clear career pathway: highperformers can advance into leadership or specialist advisory roles
Handson mentorship from Liviti s senior leadership and industry experts
Collaborative customerobsessed culture with regular team events
Performance Metrics
Member Retention: 90 annual retention
Net Promoter Score: 70
Renewal & Upsell Revenue: Achieve quarterly upsell targets and drive incremental revenue
Onboarding Excellence: 100 of new members onboarded within agreed SLA
Referral Generation: Secure a minimum of 5 qualified referrals per quarter
Proven experience in real estate or a related field. Strong communication and customer service skills. Excellent organizational and administrative abilities. Knowledge of local real estate market trends and media trends. Ability to collaborate and support negotiation processes. Detail-oriented with a focus on accurate paperwork completion. Availability for appointments, inspections, and events. Proficiency in managing diaries and client databases.
Employment Type
Full Time
