Customer Success Specialist

Job Description

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• Digital Solutions for Real Estate agency clients.
• Lead onboarding for new customers to ensure smooth implementation and product adoption.
• Hybrid working attractive commission and career growth.

Company Overview

CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information analytics and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100 CoStar Group is on a mission to digitize the worlds real estate empowering all people to discover properties insights and connections that improve their businesses and lives.

We have been living and breathing the world of real estate information and online marketplaces for over 35 years giving us the perspective to create truly unique and valuable offerings to our customers. Weve continually refined transformed and perfected our approach to our business creating a language that has become standard in our industry for our customers and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our customers our employees and investors. By equipping the brightest minds with the best resources available we provide an invaluable edge in real estate.

About Domain:

Domain is a leading property technology and services marketplace that is home to one of the largest portfolios of property brands in Australia including the Domain Allhomes and Commercial Real Estate (CRE) 2025 Domain became part of CoStar Group (NASDAQ: CSGP) a global leader in commercial real estate information analytics online marketplaces and 3D digital twin technology. Together Domain and CoStar Group is dedicated to digitising the worlds real estate empowering all people to discover properties insights and connections that improve their businesses and lives.

About the Role

As a Customer Success Specalist and under the wing of an experienced Leader you will be a go-to expert for our Agent Solutions product suite - Responsible for successful software implementations and customer retention of the product set demonstrating the product functionality to customers and managing customer relations during all phases of implementation (planning setup and delivery) to ensure timely and high-standard outcomes.

Contribute to the improvement of the products by providing feedback and expert advice whilst coordinating with the Product team to ensure understanding of any product changes.

You will support the customer owner to help clients get maximum value out of our tech solutions and further embed Domain as an essential partner to their business functions.

Sitting within a close-knit team this is a unique opportunity to join a household name in Australias property industry work with a great deal of autonomy to make the role your own and work towards career progression opportunities (be it Product Sales Management or others) with the advantage of having worked cross-functionally with many other teams in Domain.

Why Join Us:

Were the right size business for you to make a real impact with a workplace culture where you can be you. Perks of the role include:

• Our much-loved approach to flexible hybrid working;
• Mentoring and leadership programs with access to Learning & Development tools;
• First rate parental leave and support for working parents;
• Regular social events including our famous Innovation Days

In a typical day you can expect to:

Customer Onboarding & Adoption

• Lead onboarding for new customers to ensure smooth implementation and product adoption.
• Guide customers through setup training and initial use cases.
• Ensure customers realise value from the product early in the lifecycle.
• Provide product education best practices and usage guidance.

Customer Relationship Management

• Partner closely with our Agency Sales Teams to create and deliver customer onboarding that articulates value to customers.
• Act as the primary point of contact for assigned customer accounts.
• Build strong trusted relationships with customers and key stakeholders.
• Maintain regular engagement through check-ins reviews and proactive outreach.
• Understand customer goals and align product usage to their business objectives.

Customer Retention & Health Monitoring

• Monitor customer health metrics engagement and usage data.
• Identify early signs of churn risk and implement retention strategies.
• Conduct proactive health checks and recommend improvements to customer workflows.
• Ensure renewal readiness through ongoing value demonstration.
• Support conversations at the time of contract renewal to ensure that valuable clients are retained and continue to get the most value out of the solutions.

Issue Resolution & Advocacy

• Serve as the internal advocate for customers across product support and operations teams.
• Coordinate resolution of customer issues or escalations.
• Ensure customer feedback is captured and communicated internally.
• Partner with support teams to ensure timely resolution of service requests.

Growth & Value Expansion

• Identify opportunities for upsell cross sell or expanded product adoption.
• Partner with Sales or Account Management to support growth conversations.
• Educate customers on new features capabilities and product improvements.

Insights & Reporting

• Maintain accurate records of customer interactions health status and activity in CRM systems.
• Track customer outcomes adoption metrics and success indicators.
• Provide insights and feedback to product sales and leadership teams to improve customer experience.
• Continually provide insights on market conditions such as competitor activity as well as potential barriers and opportunities.
• Expand your knowledge to become an industry expert within the Real Estate tech solutions space.

Customer Lifecycle Management

• Support the full customer lifecycle including onboarding adoption retention and renewal.
• Participate in customer business reviews or success planning sessions.
• Contribute to improving customer success processes and playbooks.

Our Ideal Person:

ESSENTIALS:

• Strong account management experience.
• A customer success background working in (or with) the Real Estate industry.
• Experience with product training & customer retention
• Comfortable being client-facing and presenting in client meetings.
• Valid Australian drivers license and own reliable vehicle (car allowance provided).

NICE TO HAVES:

• Tech / SaaS industry experience.
• Technical and/or training experience with Saas platforms.
• Familiarity with CRM system functions.

Whats Next

Well give your application the thoughtful attention it deserves and get back to you as soon as possible. If theres a match one of our recruitment consultants will reach outso keep your phone handy! Were genuinely excited about the chance to work together and make a meaningful impact.

Equity Diversity and Inclusion at Domain

Domain is enthusiastically and unapologetically committed to fostering an equitable inclusive work culture which reflects our customers and communities. We are proactively looking for candidates from all lived experiences including people with disability and people of all ages ethnicities cultures (including Aboriginal and Torres Strait Islander Peoples) faiths sexual orientations and gender identities (including trans and non-binary people).

We are committed to providing an equitable recruitment process for people with disability. If you require adjustments during the process were here to support. If you wish to receive this job advertisement in an accessible format or have a confidential chat about workplace adjustments please contact our Equity Diversity and Inclusion team at or leave a message onand we will get back to you.

CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing