About Investor Partner Group
Investor Partner Group is dedicated to helping individuals create wealth through property investing
without compromising their lifestyle
.
Our mission is to
inspire and guide clients through data-driven investment strategy
.
With
15+ years of experience
in the property market, our team consists of highly accomplished professionals who bring deep industry expertise.
We focus on
data-driven, feasibility-based property investments
to ensure informed decision-making and minimize risk for our clients.
Position Title:
Customer Success Manager
Location:
Essendon, VIC / Melbourne (Hybrid)
Employment Type:
Full-time
Reports to:
Head of Client Experience
Role Overview
The Customer Success Manager (CSM) is responsible for building and maintaining exceptional relationships with IPG clients throughout their property investment journey. You will act as the
primary point of contact
, guiding clients from onboarding through strategy implementation and long-term investment growth. Your role ensures customers derive maximum value from IPG's services, maintain satisfaction, and achieve their property investment goals.
Key Responsibilities
Client Onboarding & Strategy Alignment
* Welcome new clients and guide them through the initial investment strategy process
* Understand client goals, risk profiles, and financial objectives to tailor an investment plan
* Coordinate with research and acquisition teams to ensure alignment with client priorities
Relationship Management
* Serve as the key liaison for clients throughout their journey with IPG
* Foster strong relationships that build trust, loyalty, and long-term partnerships
* Proactively engage with clients via calls, emails, and meetings to monitor progress
Client Support & Issue Resolution
* Respond promptly to client queries and provide timely, accurate solutions
* Escalate complex issues internally to ensure resolutions are delivered efficiently
* Track client feedback and work with the team to implement improvements
Value Delivery & Retention
* Monitor client satisfaction and identify opportunities for adding value
* Educate clients on IPG services, property insights, and market updates
* Conduct success check-ins and quarterly reviews
Reporting & Metrics
* Maintain accurate records of client interactions and outcomes
* Report on client health metrics (e.g., satisfaction, retention, engagement)
* Collaborate with leadership to improve success processes and KPIs
Qualifications & Skills
Bachelor's degree in Business, Real Estate, Finance, Marketing, or related field
2+ years in client success, account management, or related roles (experience in property or investment services is a plus)
Strong communication and interpersonal skills
Excellent organisational and project-management ability
Ability to think strategically and execute with attention to detail
Customer-centric mindset with a passion for delivering results and value
Performance Metrics (Sample)
Client Satisfaction (CSAT) Scores
Net Retention & Renewals
Time to Client Onboard Completion
Client Engagement & Interaction Frequency
Upsell / Added Service Adoption
Why Join IPG?
Be part of a growing property investment advisory team helping clients reach real wealth outcomes.
Opportunity to work cross-functionally with research, market insights, and acquisition teams.
Influence client journeys and shape long-term success strategies.
Competitive compensation and professional growth opportunities.