Hybrid Senior Customer Success Specialist

at Compass Education

• Job title: Senior Customer Success Specialist
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Haymarket, Australia

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