Customer Success Manager

About TRAiDMINTRAiDMIN is an AI-native platform built specifically for the trade industry. We're helping trades businesses spend less time on admin and more time doing what they do best.We're an early-stage technology company backed by an experienced founding team with a track record of building and exiting successful technology businesses. This is an opportunity to join early, work directly alongside the founders, and help shape the customer experience from the ground up.
About the RoleAs the TRAiDMIN Success Lead, you'll become one of the first customer-facing members of the TRAiDMIN team, working directly with tradies, wholesalers and manufacturers to ensure they get real value from the platform. This role will be looking after our first cluster of trades across electrical, HVAC and plumbing – so exposure to one of these trades throughout your career would be helpful, but not a must.
You'll onboard new customers, build genuine relationships, introduce new features, gather feedback and help shape the product based on what customers tell you.
Some days you'll be helping a customer complete their first AI-generated quote. Other days you'll be visiting customers on-site, catching up over coffee before or a beer after they knock off, attending trade events or working with the product team to improve the customer experience.
If you love technology, enjoy meeting people, understand how tradies work, and genuinely get satisfaction from helping businesses succeed, you'll love this role.
What You'll OwnCustomer OnboardingWelcome and onboard new tradie, wholesaler and manufacturer customers.Help customers configure their account and integrations.Ensure customers experience value quickly and confidently.Guide customers through their first successful quote.
Customer SuccessBuild genuine, long-term relationships with customers.Conduct regular customer check-ins.Proactively identify customers who need additional support.Help customers get the most value from TRAiDMIN.
Product AdoptionIntroduce customers to new features and AI capabilities.Drive onboarding content creation and product demonstrations.Encourage ongoing platform adoption and engagement.
Customer CommunicationsSupport customer communications relating to onboarding, product updates and new features.Work with Marketing to deliver customer communications through Customer.io, WhatsApp, email and in-app messaging.Ensure customers always know how to get the most value from the platform.
Voice of the CustomerCapture customer feedback and identify recurring themes.Share customer insights with the Product and Engineering teams.Help improve the customer experience through continuous feedback.
Customer AdvocacyIdentify happy customers who can provide testimonials and referrals.Support customer stories, trade events and community initiatives.Help build a passionate network of TRAiDMIN advocates.
About You
You'll probably be someone who enjoys building relationships just as much as solving problems.You love meeting new people, can explain technology in plain English, and are equally comfortable sitting in a boardroom with a manufacturer or having a beer with a tradie after work.
You don't need to know everything about the trades, but it is helpful if you have exposure to tradies businesses throughout your career – especially HVAC, Plumbing or electrical businesses.
You'll likely be:Naturally outgoing and personableCurious and eager to learnHighly organisedConfident talking to people from all walks of lifeComfortable visiting job sites and attending industry eventsPassionate about technology and innovationComfortable on social mediaGreat at simplifying complex ideasSomeone people naturally trust
Why Join TRAiDMIN?This is a chance to join a high-growth technology startup at the very beginning of its journey.You'll work directly with experienced founders, have genuine influence over the customer experience, and play a key role in helping transform one of Australia's largest industries through AI.
If you're looking for a role where you can build relationships, work with great people, get out from behind the desk, and help shape the future of a business, we'd love to hear from you.