Customer Success & Onboarding Specialist (Saas)

Job Description

Our client is an Australian-based SaaS platform designed for the HVAC and trade services industry. Their solution streamlines quoting and pricing, enabling businesses to generate accurate quotes faster and increase their win rates. Key features include pre-built service templates, professional quote presentations, material lists, and live performance dashboards to help businesses manage and track their operations efficiently.

The Customer Success & Onboarding Specialist is responsible for helping new customers successfully adopt the quoting platform. This role focuses on product demos, onboarding new customers, customer support, and assisting trial users in becoming paying customers.

Job Responsibilities:

Product Demos

• Run Zoom demos for new leads
• Show how platform helps trades quote faster and win more jobs
• Answer pre-sales questions
• Qualify potential customers

Customer Onboarding

• Assist new users in setting up their platform account
• Guide customers through building their first quote
• Conduct onboarding sessions via Zoom
• Help configure price books and templates

Customer Success

• Follow up with trial users to ensure engagement
• Explain quoting workflows and system functionality
• Support users to quickly realise value from the platform

Customer Support

• Respond to support queries via email and chat
• Troubleshoot user issues and provide clear step-by-step guidance

Sales Support

• Send demo follow-up emails
• Update CRM pipeline and track opportunities
• Assist with converting trial users to paid customers (feasible offshore with initial coaching and scripted guidance)

Product Feedback

• Collect and document customer feedback, common issues, and feature requests
• Share insights with the internal team asynchronously via Slack or documentation

Additional Notes for Offshore Feasibility

• Converting trial users is achievable offshore, especially with value-based selling scripts and initial guidance from the founder.
• Sharing product insights works well asynchronously; real-time input may be limited by AU time zone.
• Participation in product launches is manageable with planned schedules; ad hoc late-night support should be minimised.

Requirements

• Experience in SaaS onboarding, customer success, or product support
• Comfortable running Zoom or online demonstration sessions
• Familiarity with SaaS products and CRM systems
• Strong communication and customer service skills
• Organised, detail-oriented, and able to manage multiple tasks

Benefits

• ​Permanent work-from-home set-up
• Dayshift (Australian business hours)
• Full-time job
• HMO
• Annual leave
• Christmas Bonus equivalent to 1 month's wage (pro-rata)