Implementation and Customer Success Associate

BaseUp Technologies Inc.; Sydney; Hybrid; AUD 80,000 - 100,000; Full time

Benefits offered by this job

~$80k salary plus benefits

Job summary

BaseUp in Sydney is hiring an Implementation & Customer Success Associate to support SaaS launches from onboarding through go‑live. You’ll work with the Project and Implementation Manager on multi‑stakeholder rollouts, ensuring alignment among customers, suppliers and technicians.

After go‑live you’ll assist the Customer Success team with inbox management, communications, reporting and ongoing account support, while helping scale Parker, our AI bot, and documenting improvements for scalability.

Qualifications

• Two to three years’ experience in implementation, customer success, or project coordination.
• Experience in SaaS is preferred.
• Strong communication and organisational skills are required.
• Comfortable coordinating multiple stakeholders and documents.

Responsibilities

• Capture onboarding information and configure the platform.
• Lead building-wide rollouts with stakeholders and guide onboarding sessions.
• Coordinate installation with suppliers and technicians to keep launches on track.
• Own smaller, straightforward launches with guidance.
• Support customer success inbox and post-launch communications and documentation.
• Assist with hardware outage resolution and enhance the outage process.

Skills

Communication

Project coordination

Customer success

Detail oriented

Organised

Education

Bachelor's degree

Job description

BaseUp | Sydney | 80K + benefits, based on experience

About BaseUp

At BaseUp, we’re transforming how parking is managed across buildings and workplaces. We partner with some of Australia’s leading commercial landlords, including Mirvac, Brookfield and Centuria, digitising entire building car parks and supporting the businesses that operate within them. We also work directly with enterprise customers such as CBA, Westpac, NAB, EY and Qantas to help them manage their parking more efficiently, delivering smarter, more seamless experiences for employees and visitors.

Our product solves real problems and adds immediate value, with customers feeling the impact from day one.

As we continue to grow, we’re looking for an Implementation & Customer Success Associate to be the right‑hand person to our Project and Implementation Manager. You’ll support launches from onboarding and configuration through to installation, training and go‑live, then help keep our customers and hardware running smoothly after launch.

About the Role

This is a hands‑on, customer‑facing role for someone early in their career who is organised, proactive, and excited to build experience across SaaS implementation and customer success.

You’ll work closely with our Project and Implementation Manager on rollouts, particularly building‑wide launches involving multiple stakeholders, suppliers and technicians, while also owning smaller, more straightforward implementations with guidance. The role requires strong coordination, clear communication, attention to detail, and the ability to keep customers, internal teams, and external partners aligned to create a really great experience for everyone involved.

Once sites are live, you’ll support the Customer Success team across the customer success inbox, customer communications, reporting, documentation, and broader account support.

This role will ultimately report to the Project and Implementation Manager, with ongoing support from the Director of Growth.

What You’ll Do

• Capture key onboarding information from customers and configure the platform accurately, so every launch is set up for success from the start.
• Support building‑wide customer rollouts alongside the Project and Implementation Manager, guiding customers and stakeholders through onboarding sessions, training sessions, launch communications, and supporting documentation.
• Help coordinate the installation of our technology, working with suppliers and technicians to keep installs on track.
• Own smaller, more straightforward launches with guidance.
• Support the customer success inbox and key customer emails after launch, helping customers get ongoing value from BaseUp.
• Manage hardware outages, working with technicians to drive fast resolution, and help continue to build out our outage process more thoughtfully so it can scale.
• Continue building out Parker, our AI bot, keeping documentation up to date and driving ongoing education so the team can focus on high‑priority items.

This role will be measured by successful project delivery, post‑launch stability, hardware outage resolution, and customer satisfaction.

About You

• You’re organised, detail‑oriented, and comfortable working across multiple customers, projects, stakeholders, and internal teams. You enjoy helping customers, keeping things on track, and making sure people have the right information at the right time.
• You’re likely two to three years out of uni and looking for a role where you can build experience across implementation and customer success.

You bring:

• Clear communication skills, with confidence speaking with customers, supporting training sessions, coordinating internal teams and suppliers, and documenting key information.
• 2 to 3 years’ experience in implementation, customer success, project coordination or a similar customer‑facing role, ideally within a SaaS business.
• An understanding of customer onboarding, training, and communication, with confidence supporting customers through change.
• Strong organisational skills and attention to detail, with the ability to manage follow‑ups, documentation, timelines, stakeholder actions, configuration details, and competing priorities.
• A proactive, helpful, and solutions‑focused approach, with a willingness to learn, take ownership, and work through operational complexity.
• Curiosity about technology and AI tools, and an interest in improving processes, not just following them.
• Experience working with multiple stakeholders or customer groups. Experience in proptech, commercial property, parking, workplace technology, or multi‑site rollouts would be a strong bonus.
• If you’re excited by the idea of helping customers launch successfully, supporting complex customer rollouts, and building your career across implementation and customer success, you’ll thrive here.

Why Join BaseUp?

This is an opportunity to join a high‑growth SaaS company at an exciting stage, working on real‑world projects with some of Australia’s leading landlords and enterprise customers.

We offer:

• ~$80k salary plus benefits, based on experience.
• Hybrid work, with a beautiful Sydney CBD office near Wynyard.
• WFH flexibility.
• Flexible Friday policy.
• Free gym membership and wellness perks.
• A fun, supportive, ambitious team that cares deeply about quality and impact.
• Exposure to leading property owners, enterprise customers, and major commercial buildings.
• Real career progression as we scale nationally and internationally.

At BaseUp, we’re a team of high achievers who value ownership, collaboration, and delivering work we’re proud of. If you’re ready to step into a hands‑on role across implementation and customer success, we’d love to meet you.