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.

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)

Senior Customer Success Specialist

Key skills