Customer Success Manager

About Clipboard and the Role

Clipboard is an Australian EdTech startup dedicated to supporting schools by providing software solutions to optimise their extracurricular programs such as sports, music, clubs, and outdoor education. We emphasize the importance of a holistic educational experience and are committed to helping schools deliver maximum value to their students. Our platform serves hundreds of schools and impacts hundreds of thousands of students, parents, and staff across Australia, New Zealand, and beyond.

The Customer Success Manager is a pivotal position responsible for ensuring schools fully benefit from Clipboard's platform. CSMs cultivate enduring relationships, act as trusted consultants, understand each school's unique needs, and deliver tailored solutions to meet their goals. The primary focus of this role includes customer retention, adoption, and expansion, reporting directly to the Customer Success Lead.

Key Responsibilities

• Develop and nurture strong, lasting relationships with assigned schools to build trust and satisfaction.
• Act proactively to ensure high customer retention by recognizing and mitigating risks of customer churn.
• Promote and guide schools towards effective usage of Clipboard’s platform features to maximize value.
• Transform satisfied customers into advocates by sharing success stories that support company growth.
• Identify opportunities for upselling and expansion, aiding schools to broaden their use of Clipboard and achieve team KPIs.
• Analyze and resolve customer issues thoughtfully, addressing root causes to ensure optimal solutions.
• Become an expert in Clipboard’s products, delivering both online and in-person training and workshops to empower clients; occasional travel is expected.
• Collaborate closely across departments at Clipboard to enhance customer success outcomes.
• Constantly seek improvements in customer success processes and operations within the company.

Required Skills and Experience

• Minimum of two years’ experience in customer success, preferably within SaaS environments.
• Solid understanding and practical application of customer success principles, especially in startup settings.
• Ability to learn swiftly and adapt, particularly in mastering software products.
• Exceptional organizational skills with strong attention to detail.
• Excellent written and verbal communication and presentation capabilities.
• Strong interpersonal skills, demonstrated by effective relationship building.
• Confidence and passion in delivering engaging training sessions to diverse audiences.
• Experience managing complex stakeholders.
• Good commercial insight and business acumen.
• Self-driven with initiative and motivation.
• Experience in startup environments or K-12 education sectors is advantageous.
• Commitment to Clipboard’s mission of enhancing extracurricular program management to enrich students’ experiences.

Benefits

• Significant opportunities for career advancement.
• Flexible work arrangements with a hybrid office model.
• Additional birthday and wellbeing leave.
• Engaging team-building activities including social dinners and events.

Additional Information

Clipboard is committed to fostering an inclusive workplace and actively encourages applications from individuals of diverse backgrounds.