Customer Success Specialist - Onboarding

Business Automation Works (BAW); Geelong; On-site; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Superannuation

In-office role in Geelong

Job summary

Business Automation Works (BAW) in Geelong is seeking a Customer Success Specialist - Onboarding to join its growing team. You will lead online onboarding sessions for new ATOmate customers, help them get up and running, and build confidence in the product for day-to-day use.

This in-office role focuses on delivering scheduled onboarding, go-live support, follow-up training and clear documentation, with a supportive team across customer success and technical support.

Qualifications

• Experience in customer onboarding, customer success, software training or another customer-enabling role involving presentations or guided sessions.
• Confidence leading online sessions, explaining processes clearly and keeping different audiences engaged.
• Strong interpersonal skills, patience and a genuine interest in helping customers succeed.
• Organisation to prepare for scheduled sessions and follow through on questions.
• Aptitude for learning software; BAW can teach the product and the technical foundations.
• A collaborative approach and a willingness to keep improving training and support.

Responsibilities

• Lead engaging online onboarding and user-training sessions for new ATOmate customers.
• Guide customers through the product, respond to questions and prepare for go-live.
• Deliver follow-up or additional training as needed.
• Work with customer success and technical support to resolve onboarding questions.
• Contribute to product testing and create clear customer documentation.
• Share customer feedback to improve the onboarding experience.

Skills

Customer onboarding

Public speaking

Presentation skills

Interpersonal communication

Organisational skills

Team collaboration

Job description

Buddy Advisory is proud to be partnering with Business Automation Works (BAW), a fast-growing business delivering smart automation solutions to the financial services sector, including accounting practices. By replacing manual, time-consuming processes with smarter ways of working, BAW helps practice managers, partners and admin teams spend less time on administration and more time with their clients.

The role

BAW is looking for a Customer Success Specialist - Onboarding to join its growing team in Geelong. This is a customer-facing training role: you’ll help new users get up and running with ATOmate, build their confidence in the product and make sure they’re ready to use it in their day-to-day work.

You’ll lead online onboarding sessions from start to finish, presenting clearly, answering questions and adapting your approach to the people in front of you. A typical week is planned in advance and includes around daily onboarding sessions, with afternoons set aside for go-live support, additional training, testing and documentation.

You don’t need to arrive knowing every technical detail. What matters most is your ability to connect with customers, lead a session with confidence and make unfamiliar software feel approachable.

The responsibilities

• Lead engaging, practical online onboarding and user-training sessions for new ATOmate customers.
• Guide customers through the product, respond to questions and help them prepare for go-live.
• Deliver follow-up or additional training where customers need extra support.
• Work with colleagues across customer success and technical support to resolve questions that arise during onboarding.
• Contribute to product testing and clear, useful documentation for customers and the team.
• Share customer feedback and ideas that improve the onboarding experience.

The requirements

• Experience in customer onboarding, customer success, software training or another customer-enabling role involving presentations or guided sessions. SaaS experience is welcome, but not essential.
• Confidence leading online sessions, explaining processes clearly and keeping different audiences engaged.
• Strong interpersonal skills, patience and a genuine interest in helping customers succeed.
• The organisation to prepare for scheduled sessions, follow through on questions and manage a varied week.
• An aptitude for learning software and troubleshooting straightforward issues. BAW can teach the product and the technical foundations you’ll need.
• A collaborative approach and a willingness to keep improving how customers are trained and supported.

Why join BAW?

• A role with a clear purpose: help customers make a confident start with software designed to remove repetitive work.
• A structured start: a detailed training plan and a team experienced in bringing new people up to speed.
• A well-planned working week: scheduled onboarding sessions, with dedicated time for go-lives, follow-up training and improvement work.
• Room to grow: build your expertise across customer success and BAW’s products, with opportunities to develop deeper technical knowledge over time.
• A growing, collaborative team based in Geelong, working on meaningful problems for financial services businesses.

If you’re at your best when you’re helping people learn, presenting with confidence and turning a new product into something customers can use effectively, we’d love to hear from you.

Note: this is an in-office role with salary guidance of $65,000 - $75,000 + super and an application close date of Thursday November 5.