Customer Success Associate

Summary

Clubspeed is a venue management platform serving entertainment and recreational venues worldwide. The Customer Success Associate supports customers throughout onboarding, adoption, engagement, and renewal by delivering training, monitoring account health, resolving issues, and coordinating with cross-functional teams to improve customer outcomes and retention.

Responsibilities

• 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
• 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 coordinate with Support, Product, Implementation, or other internal teams when escalation is required
• Follow customer issues through to resolution and ensure customers remain informed along the way
• Monitor customer health, product engagement, and account activity to identify potential risks early
• Support retention and recovery efforts for customers showing signs of churn risk
• Collaborate with Account Managers and Customer Success leadership throughout the renewal process
• Deliver product onboarding, webinars, and ongoing customer training aligned with our Customer Success programs and service levels
• Help customers apply Clubspeed and Resova to their day-to-day operations and share relevant best practices
• Understand customer goals and pain points and recommend workflows, features, and solutions that can help
• Translate product releases and new functionality into practical use cases for customers
• Partner with Implementation to ensure a smooth transition from implementation into ongoing Customer Success
• Gather customer feedback, recurring themes, and usage insights and share them with Product, Support, Sales, and other internal teams
• Represent the customer's perspective in internal conversations and advocate for strong customer outcomes
• Identify potential expansion, upsell, and payments opportunities based on customer needs and usage
• Connect customers with the appropriate commercial team when an opportunity is identified
• Maintain accurate customer records, activity notes, health indicators, and next steps within CRM and Customer Success systems
• Follow established Customer Success playbooks while helping identify opportunities to improve them
• Coordinate across Sales, Support, Implementation, Product, and Customer Success to keep customer information and responsibilities aligned
• Use customer data and engagement signals to prioritize outreach and ensure the right customers receive the right level of attention
• Contribute to scalable Customer Success programs that allow us to support a growing global customer base effectively

Skills

• ·      2-4 years of experience in Customer Success, Account Management, Customer Support, or a similar customer-facing role, preferably supporting a SaaS product
• ·      Strong communication and relationship-building skills
• ·      The ability to manage multiple customers, requests, and priorities without losing track of the details
• ·      A problem-solving mindset and good judgment about when to resolve something yourself and when to bring in additional expertise
• ·      Experience translating customer needs into practical product recommendations or solutions
• ·      The ability to identify customer risk and take proactive action
• ·      Strong cross-functional collaboration skills
• ·      Comfort working with CRM and Customer Success technology; Salesforce experience is an advantage
• ·      A bachelor's degree in Business, Communications, Education, or a related field, or equivalent relevant professional experience
• Experience with hospitality, attractions, entertainment venues, reservations, point of sale, payments, or vertical SaaS is a significant advantage
• Experience with Jira, Confluence, or other Atlassian tools is also helpful

Qualifications

Must Haves

• ·      2-4 years of experience in Customer Success, Account Management, Customer Support, or a similar customer-facing role, preferably supporting a SaaS product
• ·      Strong communication and relationship-building skills
• ·      The ability to manage multiple customers, requests, and priorities without losing track of the details
• ·      A problem-solving mindset and good judgment about when to resolve something yourself and when to bring in additional expertise
• ·      Experience translating customer needs into practical product recommendations or solutions
• ·      The ability to identify customer risk and take proactive action
• ·      Strong cross-functional collaboration skills
• ·      Comfort working with CRM and Customer Success technology; Salesforce experience is an advantage
• ·      A bachelor's degree in Business, Communications, Education, or a related field, or equivalent relevant professional experience

Nice to Haves

• Experience with hospitality, attractions, entertainment venues, reservations, point of sale, payments, or vertical SaaS is a significant advantage
• Experience with Jira, Confluence, or other Atlassian tools is also helpful

Benefits

• Comprehensive health coverage, including dental and vision
• Flexible time off policy
• Remote work arrangement
• Build your career within a growing Customer Success organization with opportunities for increased ownership and responsibility