Manager leading Customer Success team for Australia's healthtech platform. Driving sales performance and optimizing customer experiences through coaching and metrics ownership.
About the role
- Hybrid role managing customer implementations and high-impact support at Clipboard, an Aussie EdTech startup. Lead onboarding and ensure customer satisfaction through effective project management and collaboration.
Responsibilities
- 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.
- 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.
- 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.
Requirements
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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