Customer Onboarding & Success Lead
SilVR AdventuresPart-time, 2–3 days per week
Mulgrave, Melbourne | Flexible hybrid working
$80,000–$85,000 FTE plus super and performance bonus, pro rata
SilVR Adventures is a Melbourne-based health technology company helping aged care, retirement living and community organisations deliver meaningful, evidence-based engagement through virtual reality.
For more than seven years, SilVR has helped older adults connect, reminisce, move, explore and engage through immersive experiences. We now work with organisations across Australia and internationally and are continuing to expand our customer base and technology platform.
We are looking for a confident, organised and people-focused Customer Onboarding & Success Lead to support new customers from the moment they join SilVR and help our existing partners achieve greater value from their programs.
This is a practical, hands-on role combining customer onboarding, online and onsite training, relationship management, customer engagement, usage support and proactive customer success.
You will be responsible for:
- Coordinating the onboarding of new SilVR customers and sites
- Delivering engaging online and onsite training sessions
- Helping customer teams confidently use SilVR equipment, content and software
- Introducing customers to SilVR Pathways, our AI-powered engagement and evidence platform
- Supporting customers to embed SilVR into their regular lifestyle, wellbeing and care programs
- Monitoring usage and identifying customers or sites that may require additional support
- Conducting regular customer check-ins and follow-up training
- Building strong relationships with lifestyle, wellbeing, clinical and operational teams
- Capturing customer feedback, success stories and opportunities for improvement
- Supporting customer retention and renewals by ensuring partners continue to receive clear value
- Coordinating with our operations, content, support and leadership teams
- Maintaining accurate customer records, actions and follow-ups within our CRM
You are likely to be someone who LOVES working directly with customers and takes pride in helping people feel confident using new technology. Being the type of person who is customer-obsessed, can get the work done, proactive and aims to under promise and over delivery is a slam dunk!
You will communicate clearly, patiently and professionally, and be comfortable presenting to both small groups and larger teams. You will also be organised, proactive and able to manage multiple customer relationships, training sessions and follow-up actions.
We are particularly interested in hearing from candidates with experience in one or more of the following areas:
- Aged care lifestyle, leisure and wellbeing leadership
- Retirement living or community engagement
- Allied health implementation or program delivery
- Customer success or account management
- Software onboarding or technology implementation
- Workplace training and facilitation
- Health technology or care-related technology
- Learning and development
Experience working with aged care, retirement living, healthcare or community organisations would be well regarded.
You do not need to be a technical expert, but you should be comfortable learning new systems, explaining technology in a simple and approachable way, and troubleshooting basic technology issues.
You will also need to be comfortable travelling to customer sites across Melbourne and occasionally interstate when required. International travel or calls could also be on the horizon, along with growing with the company too.
In this role, success means:
- New customers are onboarded smoothly and within agreed timeframes
- Care teams feel confident using SilVR
- Customers use the platform regularly and consistently
- Sites requiring additional support are identified early and proactively
- Strong customer relationships are maintained
- SilVR Pathways is adopted and embedded effectively
- Customer feedback and success stories are captured
- Customers continue to see clear value from their partnership with SilVR
SilVR is a purpose-driven company focused on improving quality of life for older adults.
You will join a lean, collaborative team where your work will have a visible impact on customers, staff and care recipients. You will have the opportunity to shape how new customers are onboarded, how training is delivered and how customer success is managed as the company continues to grow, and further opportunities for the right person.
The role is initially 2–3 days per week, with flexibility around working days and the real potential to expand over time.
Our team are all steered by being responsible, working autonomously and treated like adults, to avoid micro-management.
The salary range is $80,000–$85,000 FTE plus super, pro rata for the agreed number of working days. The role also includes a performance bonus of up to $8,000 FTE, pro rata, linked to customer onboarding, adoption, engagement, retention and customer satisfaction.
Please submit your résumé along with a brief introduction outlining your relevant experience and why this role interests you.
We would particularly welcome applications from people with backgrounds in aged care lifestyle leadership, allied health implementation, customer success, software onboarding, workplace training or related customer-facing roles.