Klipboard is hiring a Customer Success Manager to serve as the primary point of contact for our field service management customers. This hybrid role combines the responsibilities of an Onboarding Specialist and a Customer Success Manager. You will guide customers through implementation, drive product adoption, and build long-term relationships that support retention and growth, ensuring they achieve maximum value from our SaaS platform.
What You'll Do
- Provide implementation services and support to new customers, focusing on data migration, upfront configuration, and best-practice workflows.
- Assist customers in setting up dashboards and reporting to meet their business requirements.
- Provide initial training sessions and ensure customers understand available resources.
- Troubleshoot initial technical issues during set-up and escalate complex problems.
- Drive product adoption through structured engagement with customers post-implementation.
- Provide regular training sessions to existing customers on key functionality and new releases.
- Complete periodic health checks on existing customers to maximize adoption and business value.
- Monitor post go-live metrics to identify customer dissatisfaction and proactively engage.
- Support renewal processes by demonstrating product value and usage outcomes.
- Be a product expert with in-depth knowledge of current and future product releases.
- Stay up to date with key product benefits to assist customers extract value.
- 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 standardize customer engagement.
What We're Looking For
- 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.
Nice to Have
- Familiarity with integrations (e.g., accounting, payments, ERP/CRM) and SSO/identity basics.
Work Mode
This is a hybrid position open to candidates based in the UK, Ireland, The Netherlands, South Africa, Kenya, or North America.
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.
