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 current 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 administrato

📌 Implementation and Customer Success Lead (Taree)
🏢 CALDON Group
📍 Taree