Customer Success

• Love helping people? Ready to own a customer's first impression of a product?
• Join a fast-growing Trades SaaS and make a real impact from day one.

About Us

Fergus is on a mission to give tradespeople around the world complete clarity and control over their business. Our platform helps them get paid faster, manage teams more effectively, and make smarter decisions, freeing up time to focus on what really matters. With offices in New Zealand, Australia, and the UK, we're a profitable SaaS company in high-growth mode. We've got an ambitious roadmap, global momentum, and a team full of smart, humble humans who genuinely care about building something great together.

The Opportunity

This is your chance to be the first meaningful experience a Fergus customer has after signing up. As a Customer Onboarding Specialist, you'll guide new customers through their critical first 30 days: running welcome calls, delivering engaging training sessions, and making sure they're not just set up, but genuinely succeeding.

You'll work closely with our Customer Setup Specialists and will collaborate across Sales and Support to remove blockers and continuously improve the onboarding experience.

What You'll Own

🎯 Deliver warm, personalised welcome calls to every new customer

📚 Run engaging one-hour training sessions that leave customers confident and excited

🔍 Proactively identify and remove onboarding blockers

📈 Drive activation KPIs

💡 Experiment with new engagement approaches and share what works with the team

🔄 Contribute to improving onboarding processes, playbooks, and training materials

🤝 Share customer feedback with Product and CX to help us keep getting better

What Sets You Apart

• 2+ years in a customer tech role; onboarding, training, support, or similar
• Experience with CRM and helpdesk tools (HubSpot, Intercom, or similar)
• Confidence presenting and explaining software in plain language
• A proactive, process and data-driven mindset
• A genuine desire to help others succeed, not just tick a box

Perks & Benefits

💙 Wellbeing: 4 additional paid "ME" leave days per year, EAP support, inclusive team events

📈 Equity: Team members invited to our ESOP (share scheme) after 1 year

👶 Parental Leave: 10 weeks of paid leave + support for new parents

🎁 Development & Culture: Annual L&D budget, reward & recognition, events

🚗 Transport Allowance: Monthly contribution toward travel costs

💻 Work Setup: Hybrid model — 3 days a week in our Woolloomooloo office (Tues, Wed, Thurs)