Customer Success & Implementation Specialist
BinaryMed – North Wollongong, NSW
Full-time | $60,000 – $85,000 + potential commission
BinaryMed is a fast-growing Australian tech company delivering IoT solutions into pathology and medical logistics. Our platform helps labs and transport teams track temperature, location, and compliance in real time.
We are hiring a Customer Success & Implementation Specialist to take ownership of customers after the sale, ensuring they are successfully onboarded, supported, and getting maximum value from the platform.
This role exists to free up our sales team to focus on selling, while you ensure customers are implemented properly and stay successful long-term.
The role
You will be the main point of contact for customers after onboarding.
Your work will be split across:
* Onboarding and implementation of new customers
* Supporting customers via phone, email, and tickets
* Proactive account check-ins and performance monitoring
* CRM and admin (HubSpot)
Day-to-day, you’ll:
* Train customers on how to use the platform
* Configure accounts (alerts, trackers, naming, setup)
* Monitor account health (device usage, battery status, activity)
* Identify issues early and resolve them before escalation
* Respond to support requests and coordinate with internal teams
* Work with engineering/ops on bug fixes and provisioning
* Maintain and improve customer documentation and user guides
You’ll manage 20-50 accounts, with varying levels of complexity.
Some travel to customer sites (1–4 visits/month) may be required.
Working hours
* Based in our North Wollongong office
* 1 day per week work-from-home (Thursdays)
* Some flexibility required for European customers
(e.g. 6–8pm calls a few times per week)
What success looks like
Within 3 months:
* Key accounts are stable and performing well
* Customers are properly configured and trained
* Strong relationships established with key contacts
* Issues identified and resolved proactively
Within 12 months:
* Onboarding and support processes are systemised
* Regular check-ins and workflows are established
* Account health is visible and actively managed
* Sales team is no longer pulled into support
* Expansion opportunities are identified and referred to sales
About you
We are open to:
* Junior candidates (0–2 years experience), or
* More experienced candidates (2–5 years) looking for a step up or lifestyle change
You’ll likely suit this role if you:
* Are technically minded and learn systems quickly
* Are comfortable talking to customers (phone, video, email)
* Are organised and can manage multiple accounts
* Enjoy solving problems and helping people
* Are proactive and don’t wait to be told what to do
Important:
This role requires someone who is both technical and customer-facing.
If you prefer purely internal or non-customer roles, this is not the right fit.
Nice to have
* Experience with SaaS platforms
* Experience in customer success, support, or implementation
* HubSpot or CRM experience
* Exposure to IoT, hardware, or technical products
Salary & benefits
* $60,000 – $70,000 (junior)
* $80,000 – $85,000 (more experienced)
* Potential commission on renewals and expansion referrals
* Work locally in Wollongong (avoid Sydney commute)
* Work closely with the CEO and leadership team
Requirements
* Full working rights in Australia (no visa restrictions)
* Police check required
* Strong written and spoken English
Apply
If you want a role where you can own customer outcomes, work closely with leadership, and grow into a full CSM role, apply now.