Customer Success Manager

Full Time • Sydney, Australia

COVID-19: Due to the global impact of COVID-19, all Home Live staff are able to work remote for the remainder of 2020. We'll also be working with all our staff to determine the best long term arrangements thereafter. We totally understand that for some people, working remotely allows for a more fulfilled life, productive work and time saved on commuting, while for others it can be isolating and difficult to concentrate. Our goal is to design a solution that maximises all our team's personal fulfillment while making sure we're serving our customers and working effectively toward our company objectives. During this time hiring and onboarding will be done virtually.

Job Description
Are you a Customer Success Manager looking to take a step-up in your career? Home Live CSM's are responsible for engaging with real estate professionals at all levels - agents, offices and groups - to ensure they have a successful experience with Home Live.

You will become an expert in the full Home Live platform and its best practices and be comfortable conducting both live and recorded onboarding sessions for agents learning to use our products as well as experienced users looking for pro-tips on how to get the very most out of their live streams. Additionally you'll evolve our knowledgebase and other self-serve resources to further improve the speed and quality of the support we provide our customers, and in doing so reduce customer churn.

More About You
The ideal candidate will have a strong grasp of both real estate and technology, find joy in helping people and be passionate about enabling our customers to succeed with Home Live, whether it's an individual agent or a global real estate group. They get energy from building trusted relationships with customers, listening to feedback and communicating these themes to our product team. They are strong written and verbal communicators with a keen eye for detail.

Key Responsibilities

  • Onboard new customers to Home Live, ensuring they're setup to stream successfully.
  • Be a trusted partner and maintain a relationship with our customers.
  • Build the systems and processes needed to grow the Customer Success Team internationally
  • Collect, analyse and present customer feedback and enhancement requests to drive continuous improvements to the product and customer experience
  • Prepare materials to educate new and existing customers on the best ways to use Home Live
  • Conduct periodic checks with all our customers to confirm satisfaction levels, usage and renewal risk
  • Maintain dialog with our Sales, Product, Engineering and Leadership teams to provide and receive feedback regarding Customer Success
Experience
  • 3+ years in a customer facing role in a tech company
  • Experience in real estate or a proptech company a major bonus
  • Sensational communication skills (written, verbal and visual) enabling you to be effective with both technical and non-technical team members.
  • A preference for data-driven analysis to identify potential issues, customers likely to churn or product bottlenecks.
  • A high degree of autonomy. Able to deliver to deadline and take proactive responsibility within your role
  • The ability to think like a builder - Create systems and processes that will be used by you and your colleagues to do things better and better over time

More About Our Team
Home Live is a small but rapidly growing company with team members now across 5 countries. You will be our first dedicated Customer Success hire and you'll be interacting with most of our team regularly. Day to day you'll be working with our Implementation and Sales teams as well as our CEO to develop the onboarding and Customer Success strategies and materials needed for our users worldwide.

Our Ethos
Home Live is a company built on a strong sense of intellectual honesty. We believe in surfacing the best ideas no matter who they come from, in celebrating our wins and learning from our losses. We work hard and make sure we have a good laugh along the way!


To apply for this role please send your resume to careers@home.live