Implementation & Customer Success Associate

BaseUp | Sydney | $75-85K + benefits, based on experience

At BaseUp, we’re transforming how parking is managed across buildings and workplaces. We partner with some of Australia’s leading commercial landlords, digitising entire building car parks and supporting the businesses that operate within them. We also work directly with enterprise customers to help them manage their parking more efficiently, delivering smarter, more seamless experiences for employees and visitors.

Our product solves real problems and adds immediate value, with customers feeling the impact from day one.

As we continue to grow, we’re looking for an Implementation & Customer Success Associate to support customer rollouts, assist with complex building-wide launches, own smaller implementations with guidance, and help deliver a great customer experience.

This is a hands-on, customer-facing role for someone who is organised, proactive, and excited to build experience across SaaS implementation, customer onboarding, configuration, and customer success.

You’ll support the Implementation Manager on more complex rollouts, particularly building-wide launches involving multiple stakeholders, while also owning smaller, more straightforward implementations with guidance. The role requires strong coordination, clear communication, attention to detail, and the ability to keep customers, internal teams, and external partners aligned.

You’ll also support the Customer Success team as needed across customer communications, follow-up, reporting, documentation, and broader account support.

This role will ultimately report to the Implementation Manager, with ongoing support from the Senior Customer Success Manager and Head of Growth.

• Support complex building-wide customer rollouts, working closely with the Implementation Manager to coordinate stakeholders, key tenant contacts, building teams, admins, and driver groups from handover through to launch and post-launch hypercare.
• Help bring customers and stakeholders on the journey by supporting meetings, onboarding sessions, admin training, launch communications, and supporting documentation that can be shared with wider teams.
• Support customer and site configuration, ensuring key details, permissions, access requirements, tenant information, operational needs, and configuration decisions are accurately captured, documented, and reflected in the platform.
• Own smaller, more straightforward launches with guidance, particularly where the rollout is more hardware-led or operationally focused.
• Coordinate launch readiness across documentation, site information, training materials, internal handover notes, hardware installation, product configuration, operational requirements, and stakeholder actions.
• Partner with Operations, Product, external technicians, Support, Sales, Growth, and Customer Success to keep launches moving and deliver strong customer outcomes.
• Support customer success activities as needed, including customer follow-ups, reporting, documentation, account support, and helping customers get value from BaseUp.

This role will be measured by successful project delivery, launch quality, customer satisfaction, stakeholder readiness, and post-launch stability.

You’re organised, detail-oriented, and comfortable working across multiple customers, projects, stakeholders, and internal teams. You enjoy helping customers, keeping things on track, and making sure people have the right information at the right time.

You’re likely earlier in your SaaS career and looking for a role where you can build experience across implementation, customer success, and customer-facing project delivery.

• 3–4 years’ experience in implementation, customer success, onboarding, or a similar customer-facing role, ideally within a SaaS business or supporting software customers.
• A strong understanding of customer onboarding, configuration, training, adoption, and communication, with confidence supporting customers through change.
• Strong organisational skills and attention to detail, with the ability to manage follow-ups, documentation, timelines, stakeholder actions, configuration details, and competing priorities.
• Clear communication skills, with confidence speaking to customers, supporting training sessions, coordinating internal teams, and documenting key information.
• A proactive, helpful, and solutions-focused approach, with a willingness to learn, take ownership, and work through operational complexity.
• Experience working with multiple stakeholders or customer groups. Experience in proptech, commercial property, parking, workplace technology, or multi-site rollouts would be a strong bonus.

If you’re excited by the idea of helping customers launch successfully, supporting complex customer rollouts, and building your career across implementation and customer success, you’ll thrive here.

This is an opportunity to join a high-growth SaaS company at an exciting stage, working on real-world projects with some of Australia’s leading landlords and enterprise customers.

We offer:

• ~$80k salary plus benefits, based on experience.
• Hybrid work, with a beautiful Sydney CBD office near Wynyard.
• WFH flexibility.
• Flexible Friday policy.
• Free gym membership and wellness perks.
• A fun, supportive, ambitious team that cares deeply about quality and impact.
• Exposure to leading property owners, enterprise customers, and major commercial buildings.
• Real career progression as we scale nationally and internationally.

At BaseUp, we’re a team of high achievers who value ownership, collaboration, and delivering work we’re proud of. If you’re ready to step into a hands-on role across implementation and customer success, we’d love to meet you.