Role OverviewWe are looking for a Senior Customer Success Specialist to support, onboard, and grow our customers. This role is responsible for delivering an exceptional customer experience from initial implementation through ongoing account management. You will serve as a trusted partner to venue operators, ensuring they are successful with Perfect Venue and maximizing the value of our platform.
This is an in-office role 3-4 days/week in San Francisco.Key ResponsibilitiesOnboarding- Lead new customer onboarding and implementation
- Conduct product training sessions for venue teams
- Ensure successful setup of accounts, workflows, and integrations
- Guide customers to early wins and product adoption
Account Management- Own a book of existing venue accounts and build relationships
- Run proactive check-ins tied to the customer's season, catching low usage or slipping engagement before it turns into a cancellation
- Identify and sell add-ons that fit the venue's actual workflow, including payments, additional users, and premium modules
Customer Support- Respond to customer inquiries via chat, email, and video calls
- Troubleshoot issues and provide timely, thoughtful solutions
- Escalate product bugs or complex issues to the appropriate internal teams
- Maintain high customer satisfaction and response time standards
Qualifications- 4+ years of experience in a Customer Success/Account Management role
- Strong communication skills, both written and verbal
- Comfortable leading video calls and product demos
- Highly organized and detail oriented
What We Offer- Competitive compensation including meaningful equity you'll actually be able to use
- Medical, vision, and dental with paid premiums for you, cost-sharing for dependents
- Flexible PTO & 401(k)
- Daily lunches when onsite
- Unlimited book budget
- Company laptop
- Complimentary One Medical membership for you and your family
