Customer Success Manager
Klipboard
7 days ago
Full-time
On-site
Brisbane, Queensland, Australia
"At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."
Klipboard provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade – wherever they are in the world. With a unique depth of knowledge and experience in ERP/SaaS solutions, Klipboard has a wide range of clients includes wholesalers, distributors, merchants and retailers from small traders to multinational enterprises. Klipboard has offices in the UK, Ireland, The Netherlands, South Africa, Kenya and North America.
Our mission is simple: to design and deliver high performance, integrated ERP solutions that enable our distributive trade customers to source effectively, stock efficiently, sell profitably and service competitively
This hybrid role combines the responsibilities of an Onboarding Specialist and a Customer Success Manager.
This role guides customers through onboarding, drives product adoption, and builds long-term relationships that support retention and growth.
As a Customer Success Manager at Klipboard, you will be the primary point of contact for our field service management customers, ensuring they achieve maximum value from our SaaS platform.
Key Responsibilities
Customer Onboarding and Enablement
Provide implementation services and support to new customers to Klipboard FSM focused on assisting customers with data migration, upfront configuration and best practises in workflow.
Assist customers in setting up dashboards and reporting to meet their business requirements ensuring the user experience is positive from day one.
Provide initial training sessions and ensure customers understand the resources they have available to them such as user guides, user support processes and FAQs.
Trouble shoot any initial technical issues during set-up and escalate complex problems to the product team.
Post implementation engagement with customers
Drive product adoption through structured engagement with customers at regular periods post implementation.
Provide regular training sessions to existing customers on key areas of functionality focusing on assisting customers to get value from the software including when new capability is released.
Complete period health checks on existing customers to ensure customer adoption and business value is maximised.
Monitor post go-live metrics to identify any signs of customer dissatisfaction/lack of engagement with the product and proactively engage with the customers to assist.
Support renewal processes by demonstrating product value and usage outcomes.
Product Knowledge
Be a product expert with in-depth knowledge of the product as it functions today and know what is coming in future releases.
Stay up to date with the key benefits and advantages of the Klipboard FSM product assisting customers extract value from their investment.
Provide feedback to the product team for continuous improvement.
Develop and maintain customer-facing documentation, onboarding materials, and best-practice guides.
Contribute to internal playbooks and success frameworks to standardise customer engagement.
Essential
Skills, Knowledge and Experience:
2–5+ years in onboarding/implementation, customer success, or solutions consulting at a SaaS company.
Solid understanding of SaaS concepts (subscriptions, roles/permissions, APIs, webhooks, integrations).
Hands-on experience with data migration and basic troubleshooting (CSV, Excel, data mapping, QA).
Exceptional communication and facilitation skills; comfortable running customer-facing sessions.
Strong problem-solving skills with a bias to action and excellent attention to detail.
Desirable
Familiarity with integrations (e.g., accounting, payments, ERP/CRM) and SSO/identity basics
Company Info
You may also have seen from our recent posts that we are excited to begin sharing our new company name – Klipboard. Kerridge Commercial Systems (KCS) is becoming Klipboard and our new brand is designed to bring together our expertise across distribution, automotive, retail, rental, transport management, manufacturing, and field service management. We have offices based across the world and we are looking for talented individuals to join our growing teams. Due to our growth over the last few years it is an exciting time to join us as we enter our next chapter! At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."
Equal Opportunities
As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. We recognize the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and sparks innovation.
If you require any help, adjustments and/or support during the interview and offer process then please advise our TA or HR team.
Research shows that women and other underrepresented groups are less likely to apply for a role unless they meet every listed requirement. However, we recognise that skills and experience come in many forms, and we encourage you to apply even if you don’t meet every criterion. If you are passionate about this role and believe you have the right mindset and transferrable skills, we would love to hear from you!
To all recruitment agencies: Klipboard does not accept agency speculative resumes. At present we only accept CV’s from Agencies on our PSL who have been assigned specific position/s. Please do not forward resumes to our careers site or direct to Klipboard employee as this does not constitute an introduction and Klipboard retrospectively will not be liable for any candidate ownership or fees related to unsolicited resumes.
Klipboard provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade – wherever they are in the world. With a unique depth of knowledge and experience in ERP/SaaS solutions, Klipboard has a wide range of clients includes wholesalers, distributors, merchants and retailers from small traders to multinational enterprises. Klipboard has offices in the UK, Ireland, The Netherlands, South Africa, Kenya and North America.
Our mission is simple: to design and deliver high performance, integrated ERP solutions that enable our distributive trade customers to source effectively, stock efficiently, sell profitably and service competitively
This hybrid role combines the responsibilities of an Onboarding Specialist and a Customer Success Manager.
This role guides customers through onboarding, drives product adoption, and builds long-term relationships that support retention and growth.
As a Customer Success Manager at Klipboard, you will be the primary point of contact for our field service management customers, ensuring they achieve maximum value from our SaaS platform.
Key Responsibilities
Customer Onboarding and Enablement
Provide implementation services and support to new customers to Klipboard FSM focused on assisting customers with data migration, upfront configuration and best practises in workflow.
Assist customers in setting up dashboards and reporting to meet their business requirements ensuring the user experience is positive from day one.
Provide initial training sessions and ensure customers understand the resources they have available to them such as user guides, user support processes and FAQs.
Trouble shoot any initial technical issues during set-up and escalate complex problems to the product team.
Post implementation engagement with customers
Drive product adoption through structured engagement with customers at regular periods post implementation.
Provide regular training sessions to existing customers on key areas of functionality focusing on assisting customers to get value from the software including when new capability is released.
Complete period health checks on existing customers to ensure customer adoption and business value is maximised.
Monitor post go-live metrics to identify any signs of customer dissatisfaction/lack of engagement with the product and proactively engage with the customers to assist.
Support renewal processes by demonstrating product value and usage outcomes.
Product Knowledge
Be a product expert with in-depth knowledge of the product as it functions today and know what is coming in future releases.
Stay up to date with the key benefits and advantages of the Klipboard FSM product assisting customers extract value from their investment.
Provide feedback to the product team for continuous improvement.
Develop and maintain customer-facing documentation, onboarding materials, and best-practice guides.
Contribute to internal playbooks and success frameworks to standardise customer engagement.
Essential
Skills, Knowledge and Experience:
2–5+ years in onboarding/implementation, customer success, or solutions consulting at a SaaS company.
Solid understanding of SaaS concepts (subscriptions, roles/permissions, APIs, webhooks, integrations).
Hands-on experience with data migration and basic troubleshooting (CSV, Excel, data mapping, QA).
Exceptional communication and facilitation skills; comfortable running customer-facing sessions.
Strong problem-solving skills with a bias to action and excellent attention to detail.
Desirable
Familiarity with integrations (e.g., accounting, payments, ERP/CRM) and SSO/identity basics
Company Info
You may also have seen from our recent posts that we are excited to begin sharing our new company name – Klipboard. Kerridge Commercial Systems (KCS) is becoming Klipboard and our new brand is designed to bring together our expertise across distribution, automotive, retail, rental, transport management, manufacturing, and field service management. We have offices based across the world and we are looking for talented individuals to join our growing teams. Due to our growth over the last few years it is an exciting time to join us as we enter our next chapter! At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."
Equal Opportunities
As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. We recognize the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and sparks innovation.
If you require any help, adjustments and/or support during the interview and offer process then please advise our TA or HR team.
Research shows that women and other underrepresented groups are less likely to apply for a role unless they meet every listed requirement. However, we recognise that skills and experience come in many forms, and we encourage you to apply even if you don’t meet every criterion. If you are passionate about this role and believe you have the right mindset and transferrable skills, we would love to hear from you!
To all recruitment agencies: Klipboard does not accept agency speculative resumes. At present we only accept CV’s from Agencies on our PSL who have been assigned specific position/s. Please do not forward resumes to our careers site or direct to Klipboard employee as this does not constitute an introduction and Klipboard retrospectively will not be liable for any candidate ownership or fees related to unsolicited resumes.