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.
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.
· 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.
· 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.