Customer Onboarding Manager

Our Story

PropertyMe is Australia’s leading cloud-based property management platform, trusted by over 6500 agencies across Australia and New Zealand to manage more than 1.8 million properties. From CRM and payments to leasing and sales, we build the platform that gives real estate agencies a complete end-to-end solution they rely on every single day.

Our customers don’t lock into contracts; they stay because the product and the experience earn their loyalty. That makes the first impression (Onboarding) one of the most important moments in the customer relationship. This role exists to build and lead the team that makes every new customer’s journey fast, confident and successful.

About the Role

As the Customer Onboarding Manager, you’ll lead a team of Onboarding Specialists responsible for taking new PropertyMe customers from signed contract to confident, active users. Your focus is on setting the team up to deliver consistently excellent onboarding experiences, growing their capability, and building the processes that make quality scalable.

This is a leadership role with real ownership. You’ll set the standard for how onboarding works at PropertyMe, own the metrics that matter, and work cross-functionally to keep improving the experience for our customers and the team delivering it. It suits someone who leads from the front, develops people deliberately, and is as comfortable in a spreadsheet as they are in a difficult conversation.

What you’ll own

• The team:
  You’re accountable for the performance, development and day-to-day experience of your direct reports
• The outcomes:Time-to-live, onboarding CSAT, adoption at handoff. These metrics are yours to move
• The playbook:
  You’ll set the standard for how onboarding is delivered and continuously improve it
• The function:Onboarding sits at the intersection of Sales, Product and Customer Success - you’ll represent it and drive it forward

Responsibilities

Team leadership & people management

• Lead and develop your team: Manage a team of Onboarding Specialists through regular 1:1s, clear goal-setting and structured performance conversations.

• Coach for quality: Listen to calls, review onboarding touchpoints and give direct, actionable feedback that raises the standard of delivery across the team.

• Build capability: Identify skill gaps and run targeted coaching, training and development initiatives to close them.

• Hire and onboard: Play an active role in recruiting, interviewing and onboarding new team members as the function grows.

• Foster a high-performance culture: Set clear expectations, recognise great work and address underperformance early and constructively.

Performance, reporting & metrics

• Own the numbers: Track and report on the team’s key metrics

• Diagnose and act: Identify trends, surface risks and translate data into team-level actions that move the metrics that matter.

• Report to leadership: Present a clear, regular view of team performance, pipeline and improvement initiatives to the Head of Customer Onboarding.

• Manage capacity: Monitor workload distribution across the team and adjust allocation to keep onboarding projects on track.

Playbook, process & continuous improvement

• Own the onboarding methodology: Define and maintain the playbooks, templates and frameworks the team uses to deliver consistently excellent onboarding.

• Drive improvement: Identify bottlenecks, failure points and friction and lead initiatives to fix them.

• Raise the bar on handoff quality: Ensure every customer handed to Customer Success is well-configured, well-trained and well-documented.

• Keep systems accurate: Set the standard for how the team uses the CRM and onboarding tooling, and hold the team accountable to it.

Cross-functional collaboration

• Partner with Sales: Work with the Sales team to ensure clean, well-informed customer handoffs that set onboarding up for success from day one.

• Collaborate with Customer Success: Align on handoff standards and share onboarding insights that help the CS team retain and grow customers.

• Feed back to Product: Systematically surface onboarding friction, product gaps and customer feedback to inform the roadmap.

• Represent the function: Be the voice of onboarding in cross-functional forums, advocating for resources, process changes and product improvements that benefit new customers.

About you

Essential

• Experience leading a customer-facing team: you’ve managed direct reports and are comfortable with the full scope of people management, from coaching to performance conversations.

• AI-first mindset: you actively use AI tools in your day-to-day work and can think strategically about driving scale and efficiency through AI optimisation.

• A background in customer onboarding, implementation, or customer success in a SaaS or technology environment.

• Strong data literacy: you’re comfortable owning metrics, building simple reports and using data to make decisions and drive team performance.

• A structured, process-oriented thinker who can design and improve repeatable systems, not just manage individual cases.

• Excellent communication skills: clear and direct with your team, credible and composed with stakeholders.

• A genuine developer of people who invests in their team’s growth and holds a high bar for quality of delivery.

• Comfortable operating in a cross-functional environment and influencing without authority.

Nice to have

• Familiarity with property management, real estate or PropTech.

• Experience with trust accounting, leasing workflows or property management software.

• Exposure to onboarding or CS tooling (e.g. Gainsight, HubSpot, Salesforce or similar).

• A track record of building or significantly improving an onboarding function.

The Benefits and Perks

• A nurturing and empowering team to help you reach your full potential

• Hybrid work environment (2 days from the office)

• Beautiful offices in Sydney CBD

• High autonomy and recognition in your role

• Vibrant culture with regular events

• Fully stocked kitchen

• Job security working for one of Australia's leading PropTech companies

PropertyMe is not partnering with recruitment agencies for this role.