Customer Success/Account Manager

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      "state": "New South Wales",
      "postalCode": "2000",
      "addressCountry": "Australia"
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    "datePosted": "2026-01-27",
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    "description": "<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">About Ailo</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\"><br></span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">One third of Australians live in a rental home and one in eight own one—but the experience is often less than ideal. Renters struggle to be heard, property investors lack transparency over their valuable assets, and property managers are tied to outdated technology. At Ailo, we’re reimagining the $53B property management industry with a ground‐breaking, data‐powered platform that transforms operations and creates value for everyone. </span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">The Role: Customer Success &amp; Account Manager</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">We’re seeking a passionate </span><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Customer Success expert with property management experience</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> to drive real transformation for our customers. In this role, you’ll go beyond traditional account management, guiding customers through change management, platform adoption, and engagement in their lifecycle. You will be data driven, relationship focused with a strong desire to usher customers to unlock the full potential of our platform, streamline their workflows, and enable business growth. If you thrive on building strong relationships and making a real impact, we’d love to hear from you!</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Key Responsibilities</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-style: italic\">Customer Onboarding &amp; Change Management</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Champion the Early Journey:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Work alongside our onboarding specialist to ensure our customers are set up for success and are supported through the initial stages of their journey, ensuring they understand the “why, what, how, who, and when” of transitioning to Ailo.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Facilitate Change:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Partner with Sales during the late-stage sales process to build confidence, set clear expectations, address “what-if” scenarios, and kick-start the change management journey.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Guide Through Proven Success:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Lead customers through our proven change management process, mentoring, monitoring, and coaching them to confidently adopt the platform and work through any challenges. Ensure they embrace best practices, overcome challenges, and fully integrate the platform into their daily operations for long-term success.</span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-style: italic\">Proactive Customer Engagement &amp; Adoption</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Monitor &amp; Diagnose:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Use engagement data, sentiment analysis, and feedback to proactively identify early warning signs of reduced adoption or potential churn.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Intervene Strategically:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Coordinate with technical support, enablement specialists, and product teams to swiftly resolve issues and boost platform adoption.</span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-style: italic\">Relationship &amp; Strategic Account Management</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Build Trust:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Serve as the primary, trusted point of contact for strategic accounts, including agency business owners, directors, and department heads.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Partner: </span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Partner with customers on their growth journey ensuring value realisation through our platform and services. Work to create outcomes not just outputs. </span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Advocate Internally:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Represent the customer by sharing their insights and challenges with internal teams to drive product improvements and align future development with customer needs.</span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-style: italic\">Customer Advocacy &amp; Success Storytelling</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Foster Success Candidate:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Identify and foster customer transformation stories and work with our advocacy specialist teams to showcase these to inspire our customer community.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Collaborate Across Teams:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Work with marketing and product teams to develop compelling customer success narratives supporting retention and the sales funnel.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">What We’re Looking For</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Proven Expertise:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Demonstrated success in account management or customer success roles,ideally within the property management industry and with a strong grasp of change management principles.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Data-Driven &amp; Proactive:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Ability to interpret customer engagement data and use it to drive proactive interventions that minimise churn risk.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Excellent Communicator:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Strong interpersonal skills and the ability to effectively engage with senior stakeholders, manage challenging situations and internal teams.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Problem Solver:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Adept at diagnosing complex customer challenges and collaborating cross-functionally to deliver timely, effective solutions.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Growth Mindset:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> A passion for driving transformation and continuous improvement, both for our customers and for Ailo’s internal processes.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">If you’re ready to redefine customer success, drive transformation in the property management industry, and be a key player in a rapidly growing company, we’d love to hear from you. Please apply here or call for a confidential conversation.</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-style: italic\">Please Note: We do not accept unsolicited CVs from recruitment agencies or third parties and will not be responsible for any associated fees or costs.</span></p>",
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