Customer Success Manager

"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

We genuinely care about the success of our customers, as it is directly associated with our success. It is an exciting time here at Klipboard; we are growing and the opportunity for an enthusiastic Customer Success Manager to join us has arisen. We want you to help us build upon our proactive approach to customer service and to also set the foundations of future customer success at Klipboard.
 
 You will be responsible for ensuring new Klipboard customers are onboarded effectively and with as little fuss as possible. Your focus and attention to detail will set them up for ongoing success with their subscription. The joy of problem solving and a laser focused approach to maintaining our high retention rate of customers is a must.
 
 With our support we will ensure you become a product expert in all things Klipboard for our customers setting you off on your own success. You will become a trusted advisor during the initial onboarding phase provide appropriate assistance ensure foundation future success using Klipboard.

Key Responsibilities: 

• Implement and build upon existing customer processes, setting foundations for future customer success at Klipboard.
• Guide and coach customers through proactive processes.
• Empathize with every aspect of the customer experience, putting their needs first.
• Meet and exceed retention and overall satisfaction goals.
• Become a trusted advisor to each assigned client, driving adoption and ensuring they achieve full value.
• Manage the onboarding process and conduct online training sessions for assigned customers.
• Conduct periodic health-checks.
• Prepare and educate customers on new feature releases.
• Identify renewal risks and collaborate with internal teams to remediate and ensure successful renewals.
• Maintain CRM with detailed knowledge of all assignments.
• Maintain up-to-date product knowledge, including features, advantages, and benefits.

Skills, Knowledge and Experience:

• 2+ years of customer success experience within a Software-as-a-Service (SaaS) business.
• Proactive and self-starter approach.
• Strong problem-solving ability and excellent listening skills.
• Solid understanding of customer success processes and objectives.
• Proven track record of onboarding customers and delivering software product training.
• Excellent verbal and written communication skills in English, suitable for a professional environment.

How We Partner with You

• Flexible working – we're serious about life-work balance
• Competitive salary
• Team activities
• Coaching and constant support
• Thorough product and sales training to equip you with the tools to succeed
• The chance to be part of a rapidly scaling business
• That satisfying feeling knowing you've added real value!
• Minimum of 28 days of holidays a year
• Pension contributions

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 ba