MadeComfy
Partner Success Manager
Short-term rentals, made to feel like home.
Sales and customer success
Full-time
Office | Sydney, NSW, Australia
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
·
Why MadeComfy
Flexible short-term rentals designed for travel, work and living.
MadeComfy properties are centrally located entire apartments and houses in the best locations of major Australian cities, carefully selected for quality and comfort. Book easily and securely online at madecomfy.com.au/search.
Our properties are professionally cleaned and managed, have convenient self check-in, fast wifi and laptop friendly spaces to work.
About the role
Role Overview As a Partner Success Manager, you'll manage a portfolio ~350 properties managed by our Real Estate partners. You are the driving force behind stronger partnerships, smarter strategies, and sustained portfolio growth. By proactively engaging with your portfolio, you'll optimise performance, and ensure seamless execution, you will transform challenges into opportunities. Your mission: boost revenue and create an ecosystem where every partner thrives.
Key responsibilities:
1. Partner relationship management & retention
- Act as the primary point of contact for an assigned portfolio of ~350 properties managed by our Real Estate partners.
- Conduct performance strategy calls with top partners to optimise bookings and revenue.
- Implement **proactive outreach to at-risk partners **(e.g., declining engagement, revenue drops).
- Handle objections and retention conversations when partners express dissatisfaction or potential churn.
- Ensure partners feel valued and supported by communicating relevant market insights and MadeComfy’s value proposition.
2. Performance optimisation and data-driven insights
- Provide monthly performance reports, including occupancy rates, revenue trends, and pricing suggestions.
- Collaboarate with the pricing and revenue team to optimise pricing strategies.
- Identify high-potential properties and suggest revenue-boosting initiatives (e.g., professional photography, premium listing upgrades).
- Collaborate with hospitality to improve guest satisfaction and reviews for partner properties (i.e. ensuring that the partner is adhering to maintenance and inspection SLAs and advising on property improvements).
- Track and monitor guest review trends to flag potential issues early.
3. Collaboration & process improvement
- Work alongside the MCP Success Coordinators to ensure all routine enquiries, maintenance requests, and transactional tasks are handled efficiently.
- Partner with the Churn Reduction Lead to monitor at-risk properties and escalate issues early.
- Identify trends in partner feedback and propose improvements to service delivery.
- Represent the voice of partners internally to enhance policies, processes, and future offerings.
Perks
- Join an award-winning company culture.
- Work out of a beautiful **Pet Friendly **Co-Working space in Pyrmont
- Be part of an industry leading organisation with a dynamic, passionate team.
What you'll be responsible for
- 💬
Customer Advocacy and Feedback
Advocate for customers by providing feedback to internal teams on how to better meet customer needs
- 🤝
Relationship Building
Maintain trusted relationships with key stakeholders to help them achieve their goals, and grow revenue and usage.
- ⭐️
Sales and Customer Success Process Improvement
Experiment with new ideas, processes and tools to improve and scale the way that we engage with customers
Skills you'll need
- 👥
Collaboration
Works with others by being open, clear in communication and listening to achieve goals
- 🛎
Service orientation
Actively seeks and develops strategies to help key stakeholders
- 💡
Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
We engage Real Estate Agencies and property owners to manage short and mid-term rentals on a scale and generate higher rental returns and work closely with our operations and onboarding teams to ensure an excellent customer experience from the start.