Technical Shed Customer Success Specialist

Location:

Remote

About Shedmate:

Shedmate is the first BIM-driven operating platform built specifically for the shed industry.

We help shed businesses transition from fragmented spreadsheets, disconnected quoting systems, and slow engineering workflows into a fully integrated digital operating environment that connects design, quoting, engineering, project delivery, and customer management in real time.

Today, Shedmate supports businesses ranging from independent resellers to large-scale manufacturers across Australia and New Zealand, with more than $400M+ in sheds designed and sold through the platform.

We are entering a new growth phase focused on operational excellence, customer success, AI-assisted workflows, and scalable onboarding systems.

This role sits at the centre of that transformation.

Mission of the Role:

Your mission is to help shed businesses successfully adopt Shedmate and become operationally independent, faster, more profitable, and more scalable through the platform.

You are not simply “support”. You are responsible for helping customers move from:

·        confusion to confidence,

·        manual workflows to digital systems,

·        reactive operations to scalable processes.

You will guide customers through onboarding, implementation, pricing setup, quoting workflows, engineering delivery coordination, and long-term adoption.

At the same time, you will help improve Shedmate internally by identifying product gaps, customer friction points, onboarding inefficiencies, and growth opportunities.

This is a high ownership role with direct exposure to founders, product strategy, customer operations, and SaaS growth execution.

Company Values:

·        Simple is Better: We value clear communication, easy-to-use products, and streamlined workflows.

·        Honesty in Every Operation: We value transparency and integrity in our operations.

·        Embrace Growth and Learning: We promote continuous learning and personal development.

·        Deliver WOW Through Service: We aim to exceed customer expectations and deliver exceptional service.

·        Adventurous, Creative, and Open-minded Spirit: We encourage innovation and calculated risks.

·        Teamwork and Mentoring: We value collaboration and encourage feedback.

·        Encourage Innovation: We promote the pursuit of new ideas and technologies.

*** What You’ll Be Responsible For ***1. Customer Onboarding & Success

You will own customer onboarding from activation through successful implementation.

This includes:

·        Running onboarding and implementation meetings

·        Guiding customers through setup and workflow configuration

·        Helping customers build their first real quote and operational workflow

·        Assisting with pricing database setup and quoting structures

·        Helping customers understand engineering workflows and delivery processes

·        Tracking onboarding milestones and customer health

·        Ensuring customers reach measurable activation outcomes

·        You will become a trusted operational advisor to shed businesses.

·        Eventually travel, if necessary, to help Enterprise Customers in 1-1 Training or software implementation.

·        Collect client feedback and liaise with the product & Engineering team to improve our “build > measure > learn” cycle.

2. Customer Success & Account Growth

You will proactively manage customer success outcomes, not just react to tickets.

Responsibilities include:

• Monitoring customer health and platform adoption
• Running follow-up calls and success reviews
• Managing customer feedback loops
• Supporting retention and expansion opportunities
• Conducting NPS and customer satisfaction follow-ups
• Helping identify upsell opportunities through operational maturity

You will work directly with the CEO, CTO, Product Development and Tier 1 and growth-stage customers.

3. Technical Product Guidance

Shedmate is a technically deep platform.

You must become highly competent in:

• Shed design workflows
• Costing databases
• Pricing calculations
• Engineering setup
• Site plans
• Quotation reports
• Structural workflows
• BIM-related concepts
• Product configuration logic

You do not need to be an engineer, but you must be capable of simplifying technical concepts into practical business outcomes for customers. Training will be provided.

4. AI-Driven Operational Improvement

We strongly believe AI will transform how SaaS businesses operate.

You will help integrate AI-assisted workflows into customer success and internal operations, including:

• AI-assisted customer communication
• Knowledge base improvement
• Workflow automation
• Documentation systems
• Customer onboarding support
• Internal operational optimisation

We are looking for someone curious, adaptable, and excited by modern technology. Training will be provided by founders.

5. Customer Education & Community

You will help educate and empower the market through:

• Weekly customer Q&A sessions
• Tutorials and walkthroughs
• Help centre content
• Release notes
• Customer onboarding documentation
• Training sessions
• Product education initiatives

The goal is to reduce customer dependency while increasing customer confidence.

6. Support Operations

You will also participate in operational support activities, including:

• Ticket triage
• Support inbox management
• Escalation coordination
• Support calls
• SLA management
• Bug reporting and follow-up
• Cross-team communication with Product and Engineering

7. Engineering Delivery 

Support Fast-Tracked Engineering Delivery, ensuring client satisfaction as part of the customer success agenda, which might include liaising with third-party engineers and the internal team to guarantee the delivery of custom engineering reports & certificates of compliance.

What Success Looks Like

Success in this role means:

• Customers complete onboarding successfully
• Customers actively use the platform independently
• Time-to-first-quote decreases
• Customer satisfaction improves
• NPS trends upward
• Support becomes more scalable
• Customers become operationally confident, and engineering sales activation increases over time.
• Internal onboarding systems continuously improve

Who We’re Looking For

We care far more about ownership, communication, learning speed, and operational thinking than traditional corporate experience.

You may be a strong fit if you:

• Communicate clearly and confidently
• Learn technical systems quickly
• Enjoy helping businesses improve operations
• Can simplify complexity
• Take initiative without waiting for instructions
• Are highly organised and process-oriented
• Are comfortable leading calls and customer conversations
• Enjoy technology, systems, AI, and business operations
• Thrive in fast-moving environments

Required Skills & ExperienceStrongly Preferred

• SaaS customer success or onboarding experience
• Experience running customer meetings independently
• CRM or HubSpot familiarity
• Process-oriented mindset
• Strong written and verbal communication
• Ability to manage multiple customers simultaneously

Bonus Points

• Shed industry experience
• Construction or manufacturing exposure
• Engineering or BIM familiarity
• Pricing or estimating experience
• Technical software onboarding experience
• AI workflow familiarity
• Experience in fast-growing startups

Growth Opportunity

This is not a static support role.

High performers in this role may grow into:

• Operations Manager
• Chief of Operations

As Shedmate scales, this role will become increasingly strategic.

Why This Role Matters

Shedmate is not selling a simple app.

We are helping traditional businesses modernise how they operate.

That transformation only succeeds if customers actually adopt the system successfully.

This role directly influences:

·        customer retention,

·        product adoption,

·        operational scalability,

·        and long-term growth.

Compensation & Benefits

·        Flexible remote work

·        Paid onboarding and structured training

·        Direct founder mentorship

·        Exposure to SaaS growth strategy

·        Opportunity to influence product and operations

·        Career growth into leadership pathways

·        Competitive compensation based on experience