Implementation and Customer Success Lead

CALDON™ Group; Taree; On-site; AUD 90,000 - 130,000; Full time

Job summary

CALDON Group’s VIABUILD division in Taree NSW is hiring a Customer Success Manager to own the post-sale journey from onboarding to ongoing support. You’ll migrate data from Buildertrend, Wunderbuild, Databuild or spreadsheets, configure accounts, and ensure live use.

You will train site staff, estimators and owners, create simple guides, and support channel partners such as BuildLaunch. Occasional travel to client sites is expected as part of delivering outcomes.

Qualifications

• 3+ years in residential construction roles (e.g., contract administrator, estimator, project coordinator, site administrator).
• Experience onboarding software and migrating data.
• Strong communication and training skills.

Responsibilities

• Lead onboarding: account setup and data migration with builders.
• Plan and deliver training sessions for site staff, estimators and owners.
• Provide proactive support to ensure ongoing platform use and retention.
• Travel to client sites to support engagements and partner onboarding.
• Document onboarding steps and feed product improvements to the founder.

Skills

Customer success

Onboarding

Data migration

Training

Account management

Travel

Tools

VIABUILD

Buildertrend

Wunderbuild

Databuild

Job description

Taree NSW with some remote work and travel to client sites · Full time

Customer Success Manager – Construction Software

Own everything that happens after a builder says yes to VIABUILD, from onboarding and data migration through to training, support and long term use.

VIABUILD is part of CALDON™ Group. Construction intelligence platform. Software that changes how builders run their businesses.

This position exists so that every builder who commits to VIABUILD gets live on the platform quickly, learns to run real jobs in it, and stays because it works better than what they used before. It is the first VIABUILD hire and owns the whole customer journey from the moment a builder is engaged, including the deeper product walkthrough, account setup, migration of data off Buildertrend, Wunderbuild, Databuild or spreadsheets, team training, and day to day support. It also builds the capability of channel partners such as BuildLaunch so they can onboard their own clients without the founder involved, and feeds what customers struggle with and ask for straight back to the founder each week so it shapes what gets built next.

Reports to Founder

What this position owns

1. Onboard. Account setup and data migration

• Run the deeper product walkthrough with an engaged builder and agree what a successful setup looks like for their business
• Scope the builder's current system, job list, templates, price files and cost structures before any data is touched
• Migrate data across from Buildertrend, Wunderbuild, Databuild, Beams or spreadsheets using clean CSV work and careful checking
• Configure the account so it matches how that builder actually runs jobs rather than a generic default
• Get a first real job live in VIABUILD and confirm the builder can run it end to end
• Keep two onboardings progressing at any one time without either one stalling

2. Train. Product walkthroughs and team capability

• Plan and deliver training sessions for site staff, admin staff, estimators and owners at the right depth for each group
• Deliver scheduled sessions on the agreed date and time
• Build short written guides, checklists and reference material customers can use without asking for help
• Follow up after training to confirm people are using the platform in their real work
• Adjust training approach for builders who are less confident with software

3. Support. Customer success and retention

• Answer and resolve the support queue quickly so nobody is blocked on a job
• Watch account usage and step in early when a customer goes quiet or slips back to their old system
• Run check in calls with founding members and work through whatever is getting in their way
• Help founding members reach the point where paying for VIABUILD is an easy decision
• Travel to client sites where being in the room is what actually solves the problem
• Train channel partners, starting with BuildLaunch, to onboard and support their own clients
• Run a working session with a partner each week
• Give partners the migration templates, training material and checklists they need to work without the founder
• Review partner led onboardings and correct anything that is being done poorly
• Act as the escalation point when a partner hits something they cannot solve

5. Document. Build the playbook and feed the product

• Write down each implementation step as it is worked out so it can be repeated by someone else
• Keep the onboarding, migration and training playbook current as the product changes
• Send the founder a short written summary each week covering what customers struggled with and what they asked for
• Track recurring problems and feature requests so priorities are based on evidence not one off comments
• Improve the process after every onboarding based on what went wrong or took too long

VIABUILD is construction intelligence software that changes how builders run their businesses. It is built by Oryn Technologies Pty Ltd in Taree NSW and is used by residential builders who are tired of stitching together spreadsheets and systems that were never designed for the way they work.

This is the first VIABUILD hire. You own everything that happens after a builder decides they are interested. That means the deeper walkthrough, setting up their account, moving their data off whatever they are on now, training their team and then supporting them so they genuinely use the platform. You also train our channel partners so they can onboard their own clients. First contact, discovery calls and closing new business stay with the founder.

We are looking for someone who came out of residential construction rather than out of software. If you have spent three or more years as a contract administrator, estimator, project coordinator or site administrator in a home building company, you already understand the problem a builder is describing before they finish the sentence. Add real capability with spreadsheets and data, patience with people learning something new, and a willingness to write the process down as you work it out, and this will suit you.

There is no playbook yet. Part of the job is writing it. If you need a lot of structure handed to you, this will be frustrating. If you like building the way things get done and seeing customers succeed because of it, this is a good fit.