Customer Success Specialist - Onboarding

Buddy Advisory; Geelong; On-site; AUD 65,000 - 75,000; Full time

Job summary

Business Automation Works (BAW) in Geelong is seeking a Customer Success Specialist - Onboarding to join its growing team. You’ll lead online onboarding sessions from start to finish, helping new users get up and running with ATOmate and becoming confident in using the software in their day-to-day work.

You’ll guide customers through the product, answer questions, and deliver follow-up training, while coordinating with support and success teams to resolve issues and create helpful documentation.

Qualifications

• 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.

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.

Skills

Onboarding

Customer success

Training

Presentations

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.