About this role
Help customers get more value. Build stronger relationships. Keep the places people go to have fun running smoothly. Since 2007, Clubspeed has been the leading venue management platform for the places people go to have fun. More than 1,700 venues across 34 countries rely on Clubspeed and Resova to power bookings, point of sale, integrated payments, memberships, waivers, guest experiences, and operations. We're entering an exciting new chapter. Following a recent acquisition, we're investing heavily across our products, customer experience, and go-to-market organization. As we scale, we're looking for a Customer Success Specialist who can help our customers get more value from our products throughout their journey with us. This role is about being proactive, organized, and customer-focused. You'll help customers adopt our products, answer questions, deliver training, identify risk, and make sure nothing falls through the cracks. If you enjoy helping customers succeed, solving problems, and working across teams to create a great customer experience, we'd love to meet you. The Opportunity The Customer Success Specialist supports a portfolio of Clubspeed and Resova customers across onboarding, adoption, engagement, and renewal. You'll serve as a key day-to-day contact for your customers while helping them understand how to get more value from our products. You'll deliver training and webinars, translate new functionality into practical customer use cases, monitor customer health, and identify opportunities or risks before they become bigger issues. You'll also work closely with Sales, Support, Marketing, Product, and other members of the Customer Success team to provide a coordinated experience from implementation through renewal. This is a great opportunity for someone who wants to build their Customer Success career inside an established SaaS business entering a new phase of growth. What Success Looks Like Within your first year, you'll: · Build trusted working relationships across your assigned customer portfolio. · Help customers successfully transition from implementation into ongoing Customer Success. · Increase customer adoption and engagement through training, webinars, best practices, and proactive outreach. · Become confident connecting customer goals and operational challenges to Clubspeed and Resova capabilities. · Maintain strong visibility into account health and identify potential churn risks early. · Ensure customer questions and escalations are routed appropriately and followed through to resolution. · Support Account Managers and Customer Success leadership through the renewal process. · Identify expansion and payments opportunities and connect customers with the appropriate commercial team. · Maintain accurate customer health, activity, and account information within our systems. · Help build and improve the playbooks, processes, and programs we use to deliver Customer Success at scale. What You'll Do Customer Success & Retention · Support a portfolio of customer accounts throughout onboarding, adoption, engagement, and renewal. · Build strong day-to-day relationships with customer contacts and become a trusted resource for using Clubspeed and Resova effectively. · Serve as a primary point of contact for assigned customers, answering questions and resolving common issues directly. · Triage customer requests and coordin