Customer Success Specialist

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 world's 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. We've 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) platforms. In 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 world’s 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 Australia’s 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:

We're 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.

What’s Next?

We’ll give your application the thoughtful attention it deserves and get back to you as soon as possible. If there’s a matc