Senior Customer Success Manager

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

About Clipboard

Clipboard is an Aussie EdTech startup operating under the Compass Education umbrella, servicing schools with software products that ensure they get the most out of their extracurricular programs and operations - from sport, to music, clubs, outdoor education and much more.

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.

Position Overview

The Senior 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.

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

Requirements

Responsibilities

• 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

• 4+ 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)

Benefits

• Plenty of room to grow in your career
• Flexibility - hybrid office working model
• Birthday and wellbeing leave
• Fun team-building experiences - dinners, lunches, team activities

Clipboard supports an inclusive workplace and welcomes applicants from diverse backgrounds