Implementation & Customer Success Manager

Salary: $70,000 – $85,000 per year

Spoke Technologies is entering a major growth phase, and we are looking for someone exceptional to help us deliver it.

As the first person appointed outside Spoke’s five person founding team, you will work directly with the founders to build the systems, processes and customer experience that support our next stage of growth.

You will help guide prospective customers through our pipeline, coordinate new venue implementations, train hospitality teams, support successful go lives and ensure our products are properly embedded into venue operations.

As Spoke continues to scale, this role will develop into the leadership of our implementation and customer success function. The successful candidate will have the opportunity to help build their future team, shape how the function operates and progress into Spoke’s leadership team.

About Spoke

Spoke Technologies was founded in 2025 by five founders with deep experience across hospitality, marketing, technology, data and venue operations.

We create purpose-built software and integrated solutions for clubs, pubs and hospitality venues across Australia. Our products connect with existing membership, gaming, loyalty, point of sale and third-party systems to create a more seamless experience for venues and their customers.

Our growing product suite includes:

• Go Join, digital membership onboarding and renewals

• Go Dine, restaurant bookings for membership and multi outlet venues

• My Courtesy Bus, online bookings, venue management and driver tools

• Custom Venue Apps, connected to existing venue systems

• Go Bowl, lawn bowls bookings and venue management

• New and emerging solutions designed to reshape the industry

During our first stage, we deliberately focused on refining, testing and proving our products with a select group of venues. Spoke solutions are now used across more than 30 venues across Australia, and we are projected to reach more than 100 venues within the next 12 months.

The role

As our Implementation & Customer Success Manager, you will own the customer journey from the early pipeline through to setup, training, go live and adoption.

Around half of your role will focus on onboarding and implementation. You will coordinate venue projects, gather requirements, manage timelines, arrange training and work closely with venues, developers and integration partners.

You will also support our growing pipeline by following up inbound enquiries, coordinating demonstrations and helping prospective customers understand which Spoke products are right for their venue.

This is not a high-pressure sales position. Your focus will be helping suitable venues understand our solutions and ensuring a smooth transition from enquiry to implementation.

What you will do

• Manage new customers from sales handover through to go live

• Coordinate setup, configuration, testing and training

• Manage multiple venue implementations and timelines

• Deliver online and onsite training

• Identify and resolve implementation roadblocks

• Help venues embed Spoke products into their daily operations

• Follow up inbound enquiries and coordinate product demonstrations

• Maintain pipeline and implementation activity in Monday.com

• Improve onboarding procedures, templates and customer journeys

• Record product feedback and feature requests

• Support customers during early adoption

• Contribute to Spoke’s ongoing product and service development

Success in this role means more than installing software. You will help venue teams establish ownership, update procedures, train employees and improve adoption so they gain maximum value from their Spoke solutions.

About you

You may currently work inside a club, pub or hospitality group, or for a technology provider supporting the industry.

You might come from venue operations, hospitality marketing, membership, account management, implementation, training, customer support or industry sales.

You do not need to have held this exact job title before. What matters is that you understand customers, learn technology quickly and know how to turn a good system into a successful operational outcome.

You will be:

• Highly organised, diligent and reliable

• Comfortable managing multiple projects

• Confident dealing with senior managers and frontline employees

• Able to explain technology clearly to non-technical users

• Comfortable delivering training and product demonstrations

• Proactive and willing to take ownership

• Capable of respectfully pushing projects forward

• Comfortable working in a growing startup

• Willing to build and improve processes

• Excited by the opportunity to help create and lead a future team

Experience we value

Experience in clubs, pubs or hospitality venues will be highly regarded.

We would also value experience in:

• Software implementation or customer success

• Account management or customer support

• Hospitality technology or venue systems training

• Product demonstrations or consultative sales

Strong Monday.com experience is highly regarded. Applicants with experience using comparable digital work management platforms will also be considered.

Travel and location

This role is based on the Sunshine Coast and includes hybrid flexibility.

We will also consider exceptional candidates based in Brisbane or the Gold Coast who can travel regularly to the Sunshine Coast and client venues.

Regular travel across Queensland and interstate is required, including overnight travel from Monday to Friday.

Most travel and venue activity will occur during usual business hours where practical, although some flexibility will be required around training and go live schedules.

A current driver’s licence and access to a suitable personal vehicle are required. Flights, accommodation, meals and approved kilometre expenses will be covered or reimbursed by Spoke.

What we offer

• Salary of $70,000 to $85,000 plus superannuation

• Additional performance incentives

• A genuine opportunity to shape the role and build a future team

• Flexible and hybrid working arrangements

• The opportunity to join a startup with proven products, established customers and significant growth ahead

How to apply

Send your resume and a short cover letter to [email protected]

Applications will be reviewed as they are received, and the advertisement will close once the position has been filled, so apply early.