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About the Role
The Customer Success Manager (CSM) is an integral role within Clipboard, dedicated to fostering lasting relationships with schools, serving as a trusted advisor, understanding each school's unique needs, and delivering solutions to help them achieve their objectives. The role is focused on retention, adoption, and expansion.
Responsibilities
- Build and maintain strong, long-lasting customer relationships with your portfolio of schools to foster trust.
- Constantly strive to ensure school satisfaction. Identify potential churn risks and implement strategies to prevent dissatisfaction.
- Understand school usage of the Clipboard platform and guide them towards solutions that they will find valuable.
- Turn satisfied schools into advocates, leveraging their success and stories to help Clipboard grow.
- Create, identify, and act upon, interest amongst schools to expand their usage, to enable schools to maximise the value they get from Clipboard, and to meet team KPIs.
- Think critically and creatively about problems, understand the root cause, and resolve them in the best way possible for the customer.
- Become a product expert, deliver in-person and online training and workshops to ensure clients are effectively utilising Clipboard. Occasional travel will be required.
- Work closely across the entire Clipboard team to achieve all objectives.
- Actively engage in continuous improvement of customer success operations at Clipboard.
Requirements
- 2+ years of customer success experience (SaaS preferred)
- Understanding of customer success best practice fundamentals and experience applying it in a startup environment
- Demonstrated ability to learn quickly and be adaptable, especially learning software products
- Exceptional organizational skills and attention to detail
- Excellent written communication and presentation skills
- Strong interpersonal skills, with experience building relationships
- Confident, experienced, and passionate about delivering engaging and effective training sessions to diverse audiences.
- Complex stakeholder management
- Commercial awareness and acumen
- Initiative, drive, and self-motivation
- Experience with startups or working with K-12 schools is desirable
- Passionate about Clipboard's mission to build the ultimate tool for managing extracurricular programs and operations
- Willingness to grow in your career
Skills
- Customer relationship management
- Retention strategies
- Adoption driving
- Customer advocacy creation
- Upselling
- Problem resolution
- Product expertise
- Training delivery
- Cross-functional collaboration
- Continuous improvement
- SaaS
- Startup environment
- Adaptability
- Organizational skills
- Attention to detail
- Written communication
- Presentation skills
- Interpersonal skills
- Stakeholder management
- Commercial awareness
- Self-motivation
Location
- Sydney
- Melbourne
Work Type
- Hybrid office working model
Experience Level
- 2+ years
Benefits
- Birthday leave
- Wellbeing leave
- Fun team-building experiences
About the Company
- Clipboard is an Aussie EdTech startup servicing schools with software products that ensure they get the most out of their extracurricular programs and operations.
- We are firm believers in an all-rounded educational experience for students and aim to play a critical role for schools in ensuring they deliver this value to their students.
- We pride ourselves on our industry-leading support of customers and highly value our long-term relationships with them.
- Hundreds of schools - and hundreds of thousands of students, parents and staff - rely on Clipboard daily across Australia, New Zealand and beyond.
Equal Opportunity
- Clipboard supports an inclusive workplace and welcomes applicants from diverse backgrounds