Customer Onboarding & Enablement Specialist | Build the Australian enablement function from scratch | From A$85K Base + Super, with flexibility for the right person | Melbourne (Sydney or Brisbane considered)

You'll write the playbook, not follow one.

Beam is hiring its first local onboarding and enablement specialist in Australia. This is the person who takes a customer from pilot kick-off through to real, daily usage, working alongside the project managers and operational leads inside Australia's largest not-for-profits, care providers and government departments.

The product is Beam Notes, an AI tool that saves frontline workers more than 8 hours of admin a week. Nearly 100,000 frontline workers across the UK, US and Australia use it regularly. It's already in the hands of social workers, NHS clinicians, mental health practitioners and safeguarding specialists, and in Australia it supports teams delivering NDIS and Aged Care programmes.

There's an enablement specialist already on the ground in Sydney. You'd be the second, and the first hired into this function as it scales here. A customer success function will grow around this over time, which is where the progression sits.

This is operational work, not commercial. The AE owns the account and the commercials. A CS team will own renewal and expansion. Your job is adoption: getting people to actually use Beam Notes, and use it well.

Why this role

• From A$85K base plus super, with flexibility for the right person.

• Genuine founding scope. You're building the Australian enablement engine, not inheriting one.

• A product with real traction and a clear social purpose, backed by the founders of Booking.com, Calm, Shazam and Dropbox.

• Clear routes forward as the function grows: into customer success for the commercially minded, into a more technical delivery track, or into a lead and line-management role.

• High autonomy. You'll have regular contact with senior leadership, but you'll run your own development more independently than most.

What you'll actually do

• Own the operational adoption of an account from pilot kick-off onwards, working with project managers and operational leads to drive usage and clear barriers.

• Run training in person and online, often with rooms of 20 to 50 end users. This is the core of the job and it leans heavily on presentation and communication.

• Translate something technical into something human, for people who don't think of themselves as technical.

• Pick up the day-to-day support that can't wait for UK hours. You're the calm first point of contact, not the engineer who debugs the bug.

• Work closely with Product, Engineering and Customer Success, sharing structured insight from the frontline.

• Build the help centre content, guides and self-serve resources that didn't exist before you arrived.

Who this suits

You don't need a polished CV from a big-name company. What matters is whether you can operate when the playbook is still being written and priorities move at the last minute.

• You've worked in a startup or scale-up at some point, or you can clearly evidence operating in ambiguity and at pace.

• You've delivered software or managed accounts inside large organisations or government agencies. Rolling out a tool to restaurants or small businesses is a different shape to this.

• You're confident enough to tell a customer no, or to redirect them, rather than doing whatever you're asked. Judgement matters more than agreeableness here.

• You're self-sufficient and resilient. Account numbers will move around a lot, sometimes sharply, and you can hold a high volume without losing the plot.

• You can debate a colleague and hold a robust conversation. People who wait to be told exactly what to do, then come back for the next instruction, tend to struggle here.

Creative use of AI is a real bonus, not a requirement.

What success looks like

• Early on, you're shadowing the existing specialist, getting into accounts, and running your first training sessions with support.

• By a few months in, you own your own accounts end to end, from kick-off through to steady usage, and customers come to you.

• Over the year, you've built the resources and processes that define what good adoption looks like in Australia, and you've shown the headroom to move into customer success, a technical track, or a lead role.

A few honest things to know

Travel is significant, especially early as new customers onboard. It's expected to taper as more people come into seat, but it's real and worth knowing up front.

There's some out-of-hours flex to overlap with the UK team, more so for part of the year.

Two hard constraints: there's no visa sponsorship, and because of customer data access, this role can't be worked from outside Australia at all. The occasional few weeks working abroad isn't available here.

Why this is different

Most "support" roles are ticket queues with a job title. This one isn't. The support layer is light and the real work is onboarding, training and building a function from the ground up.

You won't be handed a system. You'll be trusted to build one, with a product that genuinely helps the people using it and a clear path to grow as the Australian business does.

Apply now, or reach out to Hugo Bieber for a proper conversation about the role and where it's heading.