Customer Success Manager

• Take ownership of active settlement files from signed contract through to settlement.
• Track finance due dates, building & pest inspections, settlement milestones, and ensure all deadlines are met accurately.
• Manage ongoing post-settlement client touchpoints, run periodic property valuation reviews for existing clients, and support the team in identifying re-engagement opportunities to drive client retention and repeat business.
• Manage client communications throughout the settlement process while maintaining a professional and proactive client experience.
• Maintain and update workflows across Monday.com and Agent Hub.
• Generate and issue client invoices at key milestones, track outstanding payments, follow up where required, and maintain accurate records of payment status across active files.
• Provide structured daily updates, end-of-day summaries, and milestone reporting through Microsoft Teams and internal systems.
• Assist in refining operational workflows, maintaining templates, improving documentation, and supporting CRM automation initiatives as the business scales.
• Confidently make outbound calls and liaise to Australian-based third parties (inspectors, agents, brokers, property managers) to schedule appointments, confirm details, and progress files through to settlement.

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Settlement & Operations Coordinator – Settlement & Client Success Support