Customer Success Operations Specialist enabling customer - facing teams at Cardata, which automates vehicle reimbursement programs. Creating training, communications and resources that drive product adoption.
About the role
- Customer Success Associate supporting Clubspeed and Resova venue-management SaaS customers through onboarding, adoption, training, and renewal. Monitoring account health, resolving issues, and identifying expansion opportunities.
Responsibilities
- Support a portfolio of Clubspeed and Resova customers throughout onboarding, adoption, engagement, and renewal
- Build trusted relationships and serve as a primary day-to-day customer contact
- Answer customer questions and resolve common issues directly
- Triage requests and coordinate escalations with Support, Product, Implementation, and other internal teams
- Follow customer issues through to resolution and keep customers informed
- Monitor customer health, product engagement, and account activity to identify risks early
- Support retention, recovery, and renewal efforts
- Deliver product onboarding, webinars, and ongoing customer training
- Recommend workflows, features, solutions, and best practices based on customer goals
- Translate product releases and new functionality into practical customer use cases
- Gather customer feedback and usage insights for internal teams
- Identify expansion, upsell, and payments opportunities and connect customers with the commercial team
- Maintain accurate customer records, activity notes, health indicators, and next steps in CRM and Customer Success systems
- Use customer data and engagement signals to prioritize outreach
- Help improve Customer Success playbooks, processes, and scalable programs
Requirements
- 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
- Ability to manage multiple customers, requests, and priorities without losing track of details
- Problem-solving mindset and judgment about when to resolve issues independently or involve additional expertise
- Experience translating customer needs into practical product recommendations or solutions
- 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
- 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 helpful
Benefits
- Competitive salary (between $60,000-$70,000 CAD)
- Comprehensive health coverage, including dental and vision
- Flexible time off policy
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