Onboarding Specialist

Senior Onboarding Specialist | Melbourne | SaaS / Technology

I’m partnering with a high-growth Australian technology business to hire a Senior Onboarding Specialist into its Melbourne team.

This isn’t a traditional onboarding role where success is simply getting a customer live.

We’re looking for someone who brings a commercial mindset to onboarding — someone who can understand how a customer operates, build credibility with senior stakeholders and identify opportunities to drive more value from the relationship.

You’ll own the onboarding of mid-market and enterprise customers , taking responsibility from sales handover through discovery, implementation, go-live and adoption.

Importantly, onboarding is also a commercial discovery process .

As you get under the hood of a customer’s business, you’ll be expected to identify additional problems that can be solved, uncover opportunities for deeper product adoption and spot genuine upsell and expansion opportunities .

What you’ll be responsible for:

• Own complex onboarding projects end-to-end — from sales handover and discovery through configuration, implementation, go-live and adoption
• Run strong commercial discovery — understanding the customer’s business, workflows, pain points and objectives rather than simply delivering against an implementation checklist
• Identify upsell and expansion opportunities during onboarding — recognising where additional products or solutions could create value and confidently progressing those conversations
• Build credibility across multiple stakeholder groups — from operational users and technical teams through to senior decision-makers and commercial stakeholders
• Translate business requirements into practical solutions — mapping workflows, understanding system and integration requirements and helping customers determine the right implementation approach
• Bring structure and discipline to delivery — establishing clear milestones, managing dependencies, identifying risks early and maintaining visibility around expected go-live dates
• Partner closely with Sales and Customer Success — ensuring context isn’t lost between teams and that commercial opportunities identified during onboarding are carried forward
• Challenge customers when appropriate — bringing ideas, insight and recommendations rather than simply taking requirements at face value
• Drive adoption, not just implementation — ensuring customers understand how to get genuine value from the platform once they are live

We’re looking for someone with experience across SaaS/technology onboarding, implementation, customer success or solutions consulting , ideally working with larger or more complex customers.

Most importantly, you’ll need to be commercially switched on .

You should naturally be thinking:

What is this customer actually trying to achieve? Where are the gaps? What else could we solve for them? Is there a bigger commercial opportunity here?

If your approach to onboarding combines project ownership, consultative discovery, stakeholder management and commercial thinking , I’d love to hear from you.

📍 Melbourne

💼 Full-time, permanent

🚗 Some local customer-facing travel

Drop me a message if you’d like to hear more, or know someone who could be a strong fit.