Virtually Myself® is an Australian-built AI platform for experts and founder-led businesses. We help clients capture their voice and intellectual property, store it in a secure Vault, and use that knowledge to create content and business assets faster.

We are looking for a Customer Success and Platform Specialist to help our clients onboard successfully, use the platform with confidence and receive ongoing value from their investment.

The role combines client onboarding, product education, relationship management, practical platform support, client communications and content production. It will suit someone who enjoys working directly with clients, learns software quickly, creates useful resources and takes ownership of each process through to completion.

Your priorities:

Your work will follow a transparent order of priority:

1. Client onboarding and adoption
2. Client support and retention
3. Product education, community and client communications
4. Referrals and case studies
5. Founder content and marketing support

What you will do:

Client onboarding

- Own the onboarding process for each new client and proactively support them to complete the agreed onboarding milestones.
- Complete and maintain the onboarding checklist for every new client.
- Record each client’s goals, intended use cases and priorities so we can help them apply the platform effectively within their business.
- Run individual onboarding and training calls.
- Follow up on incomplete actions and help remove barriers to adoption.
- Keep client records accurate and current.

Platform education and support

- Develop thorough working knowledge of Virtually Myself® and its features.
- Explain platform features clearly to clients with varying levels of technical confidence.
- Run individual support and training calls.
- Create short demonstration, onboarding and feature videos.
- Manage routine client questions and record client suggestions for consideration in product planning.
- Gather the relevant information for technical issues and escalate them to the technology team with clear context.
- Keep clients informed while escalated issues are being resolved.
- Support the sales team during demonstrations, implementation and client follow-up when required.
- Share practical feature education through regular client communications, including demonstrations, feature updates and applied use cases.
- Stay across Virtually Myself® product releases and selected software and AI developments, then communicate useful updates to clients.

Client success and relationships

- Proactively contact clients to understand how they are progressing and using the platform in their business.
- Monitor platform engagement and identify clients who may benefit from further support.
- Encourage clients to use features connected to their goals and agreed use cases.
- Gather feedback about the product, onboarding experience and service.
- Report recurring questions, product friction and feature requests to the founders and product team.
- Identify opportunities for further services,



platform use or commercial support and refer them to the sales team.
- Develop trusted client relationships that lead to introductions and referrals.
- Work towards a target of two qualified referrals each month.
- Support client retention through consistent communication, education and follow-up.
- Assist with renewal preparation by documenting usage, outcomes, feedback and feature requests.

Community and events

- Plan, coordinate and run client community calls.
- Prepare agendas, demonstrations and supporting resources.
- Follow up on questions and actions raised during community calls.
- Support and host online or in-person client events.
- Capture useful insights and content from events for future client education and communications.

Client communications

- Manage email communications to clients.
- Maintain onboarding, product update, education and event communications.
- Keep clients informed about new features, platform changes and relevant opportunities.
- Check that links, instructions, demonstrations and platform information remain accurate.
- Review engagement and recommend improvements to client communications.

Content and marketing support

- Interview the founders to capture their ideas, expertise and commentary.
- Use the Virtually Myself® process and platform to prepare articles and other content.
- Edit founder videos for social media and agreed marketing channels.
- Prepare captions, supporting copy and publishing assets.
- Help maintain a consistent content workflow.
- Check product, service and client information on the website for accuracy.
- Publish approved content through agreed channels.
- Maintain clear records of content review, approval and publication.

Case studies You will own the case study process from the initial client invitation through to co-creation, client approvals and publication, with a target of one completed case study each month.

Systems and process documentation

- Document recurring processes as clear standard operating procedures.
- Maintain onboarding checklists, templates and client support resources.
- Keep demonstration videos and platform instructions current.
- Track client actions, deadlines and follow-up commitments.
- Recommend practical improvements to onboarding, support, communications and the broader client experience.
- Turn recurring client questions into reusable resources.
- Use our client relationship, support and project-tracking systems consistently

Skills and experience: We are looking for someone with:

- Experience in customer success, client services, SaaS support, digital operations or a related role.
- Confidence running individual client calls and online group sessions.




- The ability to learn software quickly and explain it in plain language.
- Strong organisation and follow-through.
- Practical video recording and editing skills.
- Clear written communication.
- Experience managing email communications and content workflows.
- The ability to conduct structured interviews and turn conversations into useful written and video material.
- Experience documenting processes, checklists and support resources.
- The ability to triage client questions and prepare clear escalation notes.
- Commercial awareness and confidence identifying referrals and further client needs.
- Sound editorial judgement when working with founder and client content.
- Careful handling of confidential information.
- Experience using client relationship management, support or project-tracking systems.
- An interest in AI tools and emerging software.
- The ability to manage several clients and recurring workflows at once.

The role requires strong product fluency, a practical understanding of solopreneurs, experts and founder-led small businesses, sound problem-solving skills and the confidence to guide clients through technology.

How you work:

The role will suit someone who:

- Enjoys helping people become confident with new systems.
- Takes ownership of each process through to completion.
- Communicates warmly and professionally.
- Keeps records and checklists current.
- Enjoys combining client relationships with hands-on production work.
- Brings proactive suggestions for improving our service, value and client experience.
- Works comfortably within an evolving founder-led business.

How success will be measured: Performance measures will include agreed targets across:

Onboarding and adoption

- Completion of onboarding checklists and milestones
- Time from signing to completed onboarding

Client support and retention

- Response and resolution times for client questions
- Client retention and renewal readiness
- Client feedback and satisfaction

Referrals and commercial opportunities

- Product feedback and feature requests accurately recorded and passed to the product team
- Commercial opportunities identified, documented and passed to the sales team

Communications and content

- Client communications completed accurately and according to schedule
- Demonstration and training resources kept current

Systems and processes

- Standard operating procedures created and maintained
- Client actions and follow-up commitments recorded

A performance incentive may apply following successful completion of training and agreed client onboarding and success milestones.

Apply

Please email [email protected] with your CV and a short introduction covering:

- Your customer success or client service experience
- Your experience learning and explaining software
- Any experience creating videos, written content or client resources
- Why the combination of client relationships, technology and content appeals to you.

If you enjoy helping people feel confident with technology and seeing their ideas and expertise turn into useful work, we’d love to hear from you.

📌 Customer Success and Platform Specialist (Melbourne)
🏢 Virtually Myself®
📍 Melbourne