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Customer Success Lead

Ailo - Sydney, NSW

Customer Service & Call Centre
Source: uWorkin

Source: uWorkin


About Ailo

One third of Australians live in a rental home and one-in-eight own one, but the experience is often, well… not great. Renters have to shout to be heard. Property investors have little visibility or control over one of their most valuable assets. And property managers are shackled to antiquated technology. Nobody is happy. So, we're rebuilding the $53B property management industry from the ground up with a ground-breaking, data-powered business operations platform that delivers a better experience for everyone.

Founded in 2017, we're on a mission to make every home a good investment and every investment a great home. So far, we've built the largest property management dataset in Australia and have helped more than 100,000 property managers, property investors and renters work better together on Ailo.

The role

We're looking for Customer Success Lead to nurture and maintain long-term relationships with our property management customers and lead our Customer Success team.

As Customer Success Lead, you will be responsible for building strong, impactful relationships with our customers, helping them use Ailo to build better, stronger property management businesses. The key to success will be your ability to leverage data to increase product adoption, communicate feedback and learning loops back into the business, and lead a positive customer experience.

Reporting to the Head of Operations, you are customer-obsessed and thrive in a strong culture of open communication, cross-functional teamwork, hustle to deliver value and respond to the needs of the market, and passion for our mission

Core Duties and Accountabilities

  • Manage, lead and drive customer success team
  • Working with our team to deliver exceptional customer experiences.
  • Understand, articulate and formulate plans to deliver our value proposition to our customers.
  • Use business intelligence data and analytics to drive customer success outcomes
  • Create initiatives to drive customer satisfaction and adoption
  • Liaise and interact with multi-disciplinary teams and customer stakeholders
  • Create feedback loops and formulate requirements for our internal technical and go to market teams.
  • Serve as the lead point of contact for all customer matters
  • Demonstrate product/platform functionality and be able to articulate their application.
  • Work proactively with our sales, implementation, product, operations and support teams.
  • Ensure our program is successfully implemented across our customer base
  • Custodian of the relationship with property managers and agency business owners.
  • Implement, improve and standardise key processes to ensure a consistent and delightful journey for customers
Personal & Professional Attributes
  • Strong leadership and management skills
  • Proven track record in leading high performance teams
  • Attention to detail and relentlessly drive outcomes internally
  • You will have excellent written and verbal communication skills
  • You are highly organised and can manage contending priorities at once
  • Strong problem-solving skills
  • Able to work with other functional leads to drive business goals and customer outcomes
  • Confident in selling value propositions and can connect with different audiences
  • Must have experience in either software/technology or real estate industry.
  • Have a proven track record of delivering and implementing solutions
  • Experience working with CRMs, preferably Salesforce
What's on offer
  • An innovative business with a clear vision towards improving the industry
  • Supportive, flexible working practises
  • Passionate team culture with dynamic leaders
  • Career development and advancement opportunities
If this role sounds anything like you please apply here or call Karunya on 0452155992 for a confidential discussion.

Please Note: We will not accept unsolicited CVs from recruitment agencies / 3rd parties and we will not be liable or responsible for any fees or costs associated with unsolicited CVs sent directly to line managers.