Customer Success Specialist - Onboarding

About the role

Business Automation Works (BAW), a fast-growing provider of smart automation solutions for the financial services sector, is looking for a Customer Success Specialist - Onboarding to join its team in Geelong. This is a customer-facing training role: you will help new users get up and running with ATOmate, build their confidence in the product and make sure they are ready to use it in their day-to-day work. You will lead online onboarding sessions from start to finish, presenting clearly, answering questions and adapting your approach to each group.

Key responsibilities

• Lead engaging, practical online onboarding and user-training sessions for new ATOmate customers.
• Guide customers through the product, answer questions and help them prepare for go-live.
• Deliver follow-up or additional training where customers need extra support.
• Work with colleagues in customer success and technical support to resolve questions raised 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.

Required profile

• 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.
• Ability to prepare for scheduled sessions, follow through on questions and manage a varied week.
• Aptitude for learning software and troubleshooting straightforward issues; BAW will teach the product and the technical foundations needed.
• Collaborative approach and willingness to keep improving how customers are trained and supported.

What we offer

• A role with a clear purpose: helping customers make a confident start with software that removes repetitive work.
• A structured start with a detailed training plan and a team experienced in onboarding new people.
• A well-planned week with scheduled onboarding sessions and dedicated time for go-lives, follow-up training and improvement work.
• Room to grow, building expertise across customer success and BAW's products, with opportunities to develop deeper technical knowledge.
• A growing, collaborative team in Geelong.

This is an in-office role with salary guidance of $65,000 - $75,000 plus superannuation; applications close on Thursday 5 November.