CX Member Implementation & Success Advisor - Australia & New Zealand

Location: Australia | Remote
Employment: Full-time
Salary: A$80,000 + superannuation

About Better Impact

Better Impact builds software for organisations that rely on people showing up for one another and their communities.

Our platforms help nonprofits, hospitals, government agencies, volunteer centres, and other organisations recruit, onboard, schedule, train, communicate with, and understand the impact of their volunteers. More than 85,000 organisations across 20 countries use Better Impact today. In January 2026, Better Impact and Galaxy Digital combined to create a larger platform dedicated to volunteerism and community engagement.

We are a global, remote team operating across Australia, Canada, the United Kingdom, and the United States.

Our Team & Culture

We think good software should make community work easier, not add to the pile. We are a remote team that works collaboratively, shares what we know, and cares deeply about helping our members get real value from the tools they use.

We welcome different backgrounds and perspectives. If you meet most of what is listed below but not all of it, apply anyway. We would rather hear from you.

The Role

This role sits at the intersection of software implementation, training, customer success, and volunteer engagement, with a primary focus on Better Impact members across Australia and New Zealand.

You will guide new members through implementing Better Impact software, helping them understand not just how the platform works, but how to configure and use it in a way that supports their organisation. You will lead training, answer questions, recommend approaches, and help members move confidently from setup to everyday use.

Your work does not stop at implementation. You will also work with existing members to understand their goals, identify challenges, and help them get more value from Better Impact over time. That may mean spotting an opportunity for additional training, helping an organisation adjust after a staffing change, or using member activity and adoption data to recognise when someone could use a little extra support.

This is a good fit for someone who enjoys teaching, solving problems, and working directly with customers. You should be comfortable learning software deeply enough to explain it clearly, asking good questions before jumping to a solution, and helping people turn “this is what we need to accomplish” into “this is how we can make it work.”

What You’ll Do

Implementation & Training (75% of workload)

• Guide new members through the Better Impact implementation process, from initial planning through successful adoption.
• Learn each organisation’s needs, workflows, and goals and recommend an implementation approach that makes sense for them.
• Lead individual and group software training sessions.
• Help members configure and use Better Impact effectively rather than simply checking boxes through implementation.
• Introduce members to additional resources, tools, and services that may help them get more value from the platform.
• Keep implementation activity and member information accurately documented in our internal systems.

Member Success (20% of workload)

• Conduct success check-ins with existing members to understand their goals, challenges, and opportunities to improve how they use Better Impact.
• Monitor usage, feature adoption, and other success indicators to identify members who may benefit from additional support.
• Help members get back on track when implementation was incomplete or staffing changes have affected their use of the software.
• Advise members on the practical impact of configuration or service changes, including package upgrades, downgrades, and additional services.
• Coordinate internal resources when a member needs additional training, services, or support.
• Document member needs, recommendations, and services provided so the right internal teams stay aligned.

Customer Support (5% of workload)

• Help triage incoming customer questions when members of the Support team are away.
• Connect members with the right resources or people when an issue requires additional technical support.

Requirements

• Professional experience in volunteer management, volunteer engagement, or a closely related field.
• Experience training, teaching, onboarding, or advising customers or stakeholders.
• Strong communication skills and the ability to explain processes and technology clearly to people with different levels of technical comfort.
• A consultative mindset: you are comfortable asking questions, understanding the underlying need, and recommending a solution rather than simply taking an order.
• Strong organisation and time-management skills, with the ability to manage multiple member implementations and priorities at once.
• Confidence working with data, usage information, or operational metrics to identify patterns and opportunities.
• Comfort learning and working across software systems. Experience with tools such as Microsoft 365, HubSpot, Intercom, Zoom, ClickUp, or similar platforms is helpful.
• The ability to work effectively and independently in a remote environment.
• You must be based in Australia.

Nice to Have

• Previous experience implementing or onboarding customers onto SaaS or other software.
• Experience working for a software or technology company.
• Experience supporting organisations through process or technology change.
• Familiarity with Better Impact or other volunteer management software.

You do not need to come from a traditional SaaS implementation background to be successful here. If you have spent your career in volunteer engagement and have a knack for learning systems, improving processes, teaching others, and figuring out how technology can make the work easier, we would especially like to hear from you.

Benefits

This is a full-time position with Better Impact’s Australian business.

Salary: A$80,000 per year, plus superannuation.

The position also includes applicable Australian employment entitlements, including annual and personal leave, long service leave, and workers’ compensation coverage.

You will work remotely from Australia as part of a global Better Impact team supporting organisations across Australia and New Zealand.