Customer Onboarding Specialist (SaaS Experience)

About Personify Care

Personify Care is an Australian healthcare SaaS company building technology that transforms how healthcare organisations deliver patient-centred care. Our platform supports clinical teams with digital tools that improve patient outcomes, streamline workflows, and enable smarter care coordination. We operate in a highly regulated environment and take our responsibility to clinicians and patients seriously.

The Opportunity

We're looking for a Customer Onboarding Specialist who thrives at the intersection of healthcare, technology, and human connection. This role is pivotal in setting our customers up for long-term success — from the moment they sign, through go-live and beyond. You'll work closely with clinical and administrative teams at healthcare organisations of varying sizes, guiding them through a structured onboarding journey that is both technically rigorous and deeply empathetic.

What You'll Do

Onboarding & Implementation

• Lead end-to-end onboarding for new customers, including scoping, configuration, training, and go-live support
• Build and manage onboarding project plans tailored to each customer's clinical context, size, and complexity
• Configure the Personify Care platform to align with customer workflows
• Coordinate with internal product, engineering, and support teams to resolve configuration and technical blockers
• Deliver training sessions — both live and asynchronous — for clinical and non-clinical end users

Customer Relationship Management

• Serve as the primary point of contact for customers during the onboarding phase, building trusted relationships with key stakeholders
• Proactively identify risks to successful go-live and escalate appropriately
• Conduct regular check-ins and milestone reviews throughout the onboarding lifecycle
• Review and respond to 2 nd level customer support enquiries escalated via Support channels
• Take ownership of the overall customer experience and regularly look for ways to improve our processes and provide an outstanding experience for our end user.

Process & Improvement

• Contribute to the ongoing refinement of Personify Care's onboarding methodology and playbooks
• Document customer configurations, common issues, and best practices in our internal knowledge base
• Surface product feedback and feature requests from onboarding customers to inform the product roadmap

What We're Looking For

Essential

• 2+ years in a customer onboarding, implementation, or customer success role — ideally within SaaS or health technology
• Strong project management skills with the ability to scope and manage multiple concurrent onboarding
• projects
• Excellent communication and facilitation skills — comfortable running training sessions and/or workshops with mixed clinical and admin audiences
• High attention to detail and a process-oriented mindset
• Genuine empathy for end users navigating change in high-pressure clinical environments

Desirable

• Demonstrated experience working with healthcare organisations (hospitals, primary care, aged care, orallied health)
• Experience with workflow or process building and configuration tools
• Experience using project management or CS tools (e.g. Salesforce, HubSpot, Gainsight, Jira, Notion)

Why Personify Care

• Mission-driven work at the intersection of healthcare and technology
• Supportive, collaborative team environment with a flat structure and direct access to leadership
• Genuine investment in your professional development — including pathways toward senior CS and
• implementation roles
• Competitive salary and benefits package commensurate with experience
• Flexible remote-first work environment
• The opportunity to shape how an ambitious healthcare SaaS company scales its customer experience