Senior Customer Success Specialist

Clipboard is looking for a Senior Customer Succcess Specialist to join our growing Customer Experience 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 Support & Implementation Specialist is a hybrid, customer-facing role that combines responsibility for onboarding new customers with ownership of complex and high-impact customer support.
You will manage end-to-end implementations for new schools and associations, ensuring they are set up for success and quickly realise value from Clipboard. You will also act as an escalation point for advanced support cases, technical
configuration issues, and challenging customer scenarios.
This role requires strong stakeholder management, project management, and problem-solving skills, along with a genuine passion for delivering an exceptional customer experience. You will work closely with Sales, Customer Success, Product and Engineering to continuously improve how we onboard, support and retain customers.

The role reports to the Delivery Lead.

Requirements

Key Responsibilities

Implementation & Onboarding

• Lead the implementation process for new schools and associations, including project planning, account setup and rollout coordination.
• Manage implementation timelines and milestones to ensure customers achieve outcomes in a timely manner.
• Deliver engaging onboarding sessions, training and workshops (online and occasionally in-person).
• Ensure customers quickly experience value and are set up for long-term success on Clipboard.
• Monitor customer health and adoption during and after implementation.

Customer Support

• Act as an escalation point for complex and high-priority customer support cases.
• Resolve advanced product configuration, workflow and integration issues.
• Conduct phone and video support for complex technical or operational challenges.
• Collaborate closely with Product and Engineering to troubleshoot issues and advocate for customer needs.
• Support team KPIs related to customer satisfaction and retention.
• Contribute customer feedback and insights to product development.
• Identify root causes, trends and opportunities to improve both implementation and support processes.

Documentation, Enablement & Collaboration

• Create and maintain help articles, implementation guides, training material and internal documentation.
• Mentor and support other team members by sharing knowledge and best practices.
• Work cross-functionally with Sales, Customer Success, Support, Product and Engineering teams.

Your Skills and Experience

• 3–5+ years experience in SaaS implementation, customer support, customer success or project management.
• Strong organisational and project management skills, with the ability to manage multiple priorities simultaneously.
• Excellent written and verbal communication skills, including confidence delivering training.
• Strong problem-solving skills with the ability to think critically and creatively.
• Demonstrated ability to learn quickly and be adaptable
• Comfortable working with technical concepts, advanced configurations and integrations.
• Experience with tools such as Intercom, HubSpot, Jira, Loom or similar.
• Startup, EdTech or experience working with schools is highly regarded.
• Experience working in a fast-paced or start-up environment.
• 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