Customer Success Manager

Clipboard is looking for a Customer Success Manager to join our growing team in Sydney.

About the Company

Clipboard is an Australian headquartered software business transforming the way that schools and other organisations deliver extracurricular programs. We drive student engagement and quality of education by supporting music, sports, clubs and everything else that happens outside of the classroom.

Clipboard plays a critical role for these organisations in ensuring they deliver quality programs in a safe and organised environment. Hundreds of schools - and hundreds of thousands of students, parents and staff - rely on Clipboard daily across Australia, New Zealand and beyond.

We build innovative and streamlined software to help schools and other organisations win back time, save money, meet duty of care requirements, communicate better and ultimately focus on those who matter the most: their students.

We’re a fast-paced, venture-backed startup, and an alumni of the Startmate accelerator program. Read more about us here: https://clipboard.app/about-us

Position Overview

The Customer Success Manager (CSM) is an integral role within Clipboard and is at the forefront of ensuring that our schools get the most value from the platform that they possibly can. Clipboard CSMs are 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. This role will predominantly be a CSM role, with a hybrid of additional in-person and online training sessions.

The role is focused on retention, adoption and expansion. The role reports to the Customer Success Lead.

Responsibilities as Customer Success Manager

• Customer relationship management - Build and maintain strong, long-lasting customer relationships with your portfolio of schools to foster trust.
• Ensuring retention - Constantly strive to ensure school satisfaction. Identify potential churn risks and implement strategies to prevent dissatisfaction.
• Driving adoption - Understand school usage of the Clipboard platform and guide them towards solutions that they will find valuable.
• Creating customer advocacy - Turn satisfied schools into advocates, leveraging their success and stories to help Clipboard grow.
• Customer growth and expansion (managing “upsells”) - 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.
• Problem resolution - Being able to think critically and creatively about problems, truly understand the root cause of the problem and then to resolve it in the best way possible for the customer.
• Being a product expert - To succeed in this role, you will need to become a product expert. The role will require you to deliver both in-person and online training and workshops to ensure clients are effectively utilising Clipboard. Occasional travel will be required.
• Cross-functional collaboration - Work closely across the entire Clipboard team to achieve all of the above.
• Continuous improvement - Actively engage in continuous improvement of customer success operations at Clipboard.

Your Skills and Experience

• 2+ years of customer success experience (SaaS preferred)
• Understanding of the fundamentals of customer success best practice, and experience applying it in a startup environment
• Demonstrated ability to learn quickly and be adaptable (especially experience learning software products)
• Exceptional organisational skills and attention to detail are critical
• 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 (helping students get more value out of activities)

Why Clipboard

• Impact - Your work will have a profound impact on the business. We empower our employees to each make a big difference. Our team loves the positive impact their daily work has on our customers.
• Career progression - Embark on a journey of continuous learning and career progression in a startup environment known for its rapid pace of development. You’ll have the unique opportunity to immerse yourself in various domains. There is plenty of room to grow at Clipboard.
• Team culture - Be part of a vibrant and supportive team culture where your success is paramount. At Clipboard we pride ourselves on creating an environment that fosters collaboration, innovation and personal growth.
• Flexibility - Our hybrid working model means you can work 2 to 5 days per week from the office.
• More perks - Like birthday leave, regular team-building experiences, like dinners, lunches, drinks and team (“extracurricular”) activities. And more.

Clipboard supports an inclusive workplace and welcomes applicants from diverse backgrounds.

NOTE TO EMPLOYMENT AGENCIES: All resumes submitted by employment agencies directly to any Clipboard employee or hiring manager in any form without a signed Clipboard Employment Agency Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.