Account Architect & Customer Success Specialist
About the Role
The Account Architect & Customer Success role is central to how Petboost serves its customers. You will partner closely with established pet businesses to understand their unique operations, then design and configure the Petboost platform to fit seamlessly into their workflows.
Whether it's a solo mobile groomer or a 10-staff daycare with complex capacity constraints, you are the expert who ensures they get it right. You'll be their trusted point of contact as their business grows.
About Petboost
Petboost is an Australian all-in-one system designed for professional pet services businesses, including groomers, daycares, boarders, trainers, and walkers. We empower these businesses to manage bookings, payments, customers, pets, and communications through easy-to-use technology that works beautifully for them and their clients.
Key Responsibilities
Account Architecture & Implementation
60%- Conduct discovery sessions with new and established businesses to understand service mix, team structure, and operational goals.
- Build optimal account setups including services, resources, automation rules, and booking policies.
- Guide multi-service businesses through tiered payment automation and per-resource capacity management.
- Deliver "Account Health Reviews" to identify underutilised features and configuration improvements.
Customer Success & Advocacy
25%- Own the post-onboarding relationship through proactive check-ins and friction resolution.
- Conduct customer interviews to create testimonials, case studies, and product feedback loops.
- Manage the referral program and build genuine relationships within the Australian pet business community.
- Act as the "voice of the customer" for the internal product team.
Enablement & Growth
15%- Produce walkthroughs, quick-tip videos, and visual documentation.
- Gather competitive insights from customer conversations to inform product priorities.
- Contribute to industry forums and Facebook groups.
Who You Are
Nice to Have
- Experience in SaaS onboarding or Customer Success.
- Existing relationships within Australian pet business communities.
- Experience with video editing or technical documentation.
What We Offer
- Directly influence the success of local Australian pet businesses.
- The opportunity to shape this role from the ground up.
- A remote-first culture with high levels of autonomy.
- Clear paths into leadership, enterprise accounts, or product operations.
- Equity participation as an early team member.
Role Growth
As Petboost scales, this role is designed to evolve. Potential paths include:
- Leading a growing Customer Success team.
- Specialising in enterprise and multi-location accounts.
- Transitioning into Product or Operations leadership.
Interested in this role?
Send your CV and a brief introduction to our team. We read every application personally.
Contact: Frazer McLeod, Director, Petboost Pty Ltd