Customer Success Executive

Join Us and Lead the Real Estate Revolution!

At the 99 Group, we're on a mission to revolutionise the real estate industry by seamlessly integrating cutting-edge technology and innovation. If you're excited to be at the forefront of this transformation and are ready to tackle the industry's challenges head-on, we want you to be a part of our dynamic team.

Your Role: Customer Success Executive

What You'll Be Doing:

Customer Onboarding & Activation

• Guide new property agents/developers through onboarding to ensure fast activation and first listing success

• Educate clients on product features, listing optimisation, and lead conversion best practices

Account Management & Retention

• Build and maintain strong relationships with managed agents and key accounts

• Monitor account health (usage, lead response rate, listing performance) and proactively drive retention

• Identify churn risks early and execute recovery strategies

Outreach & Relationship Management

• Proactively reach out to managed agents under the assigned portfolio to build consistent engagement

• Establish strong, trust-based relationships through regular communication (calls, visits, check-ins)

• Ensure agents remain active, engaged, and aligned with platform best practices

• Act as a strategic partner to help agents grow their business via Rumah123

Performance Optimisation

• Analyse listing performance, lead quality, and customer behaviour

• Provide actionable recommendations to improve ROI (listing quality, pricing, exposure strategy)

Customer Engagement & Growth

• Conduct regular business reviews, training sessions, and engagement activities

• Identify upsell opportunities (featured listings, ads, packages) based on client needs

• Drive product adoption and increase customer lifetime value

Issue Resolution & Escalation

• Act as the main point of contact for customer issues

• Coordinate with internal teams (Product, Sales, Ops) to resolve problems efficiently

Data & Reporting

• Track KPIs: activation rate, engagement rate, retention, upsell, churn, and satisfaction

• Maintain CRM hygiene and generate insights to improve CS strategy

What We're Looking For:

• 1–3 years in Customer Success / Account Management / Sales (preferably from proptech, marketplace, or digital platforms)

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field is preferred.

• Relevant experience in strategic planning or business development is a plus.

• Strong empathy and ability to understand customer business goals

• Able to translate data into actionable insights that drive revenue and retention

• Clear, structured communication with both internal teams and external clients

• Proactive, hands-on, and able to manage multiple accounts independently

• Familiar with CRM tools (Salesforce/HubSpot), Excel/Google Sheets

• Experience with marketplace or digital advertising platforms is a plus

Are you ready to shape the future of real estate? Join us in this exciting journey of innovation, collaboration, and growth. Together, let's redefine what's possible in the world of real estate.

Make your mark at 99 Group. Apply now!