Customer Success Associate

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 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.

Adoption & Training

·      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.

Customer Advocacy & Voice of Customer

·      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.

Customer Operations

·      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.

You'll Thrive Here If...

·      You genuinely enjoy helping customers succeed.

·      You're comfortable managing a portfolio rather than waiting for customers to come to you.

·      You're proactive and notice potential problems before they become urgent.

·      You can balance relationship-building with strong organization and follow-through.

·      You enjoy teaching customers how to get more from technology.

·      You're comfortable working across multiple teams to solve customer problems.

·      You take ownership of issues even when someone else ultimately needs to resolve them.

·      You like improving processes instead of simply following them.

·      You use data and customer signals to determine where to focus your time.

·      You're comfortable operating in a growing business where processes will continue to evolve.

·      You're accountable, curious, and always looking for ways to improve.

Why Join Clubspeed?

You'll be joining an established category leader at an important point in its growth.

·      Recently acquired with significant investment behind the business.

·      Work with a global customer base of more than 1,700 venues across 34 countries.

·      Help shape how we deliver Customer Success as the organization scales.

·      Work closely with Sales, Product, Support, Implementation, and leadership.

·      Represent customers and directly influence how we improve our products and customer experience.

·      Develop experience across SaaS, integrated payments, commerce, and venue operations.

·      Build your career within a growing Customer Success organization with opportunities for increased ownership and responsibility.

Our Hiring Process

We'll keep the process thoughtful and efficient.

·      Introductory conversation

·      Hiring Manager interview

·      Customer Success scenario or practical exercise

·      Cross-functional conversation

·      Leadership conversation

·      Final decision

Join Us

We're looking for someone who wants to do more than answer customer questions.

We want someone who understands what customers are trying to accomplish, helps them get there, identifies problems before they grow, and makes Clubspeed and Resova increasingly valuable to their business.

If you're energized by helping customers succeed and want to build your career with a market-leading SaaS company entering its next phase of growth, we'd love to hear from you.

You'll likely be successful if you have:

·      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.

• Competitive salary (between $60,000-$70,000 CAD)
• Comprehensive health coverage, including dental and vision
• Flexible time off policy