What are the responsibilities and job description for the Customer Success Specialist position at VenueSumo?
About VenueSumo
VenueSumo is a leading all-in-one venue management platform for the leisure and attractions industry — built to streamline operations, enhance guest experiences, and drive growth for venues through user-focused technology. We're growing our North American team and looking for a Customer Success Specialist to help deliver an exceptional client experience.
The Role
The Customer Success Specialist will own the post-sale client experience for VenueSumo's US customer base. This is a hands-on, high-impact role spanning onboarding, day-to-day support, and ongoing relationship management. You'll be the primary point of contact for clients — guiding them from implementation through go-live and beyond.
We'll be upfront: VenueSumo is a growing startup with a small, tight-knit team. You'll move between onboarding calls, support tickets, and internal process-building — often in the same day. If that kind of variety energizes you and you want your work to have a tangible impact, this is the right seat.
Key Responsibilities
- Lead end-to-end onboarding for new US clients, from kickoff through go-live
- Serve as the first point of contact for client questions, issues, and troubleshooting
- Own ongoing relationships with your client portfolio — monitor account health, conduct check-ins, act proactively
- Capture and relay product feedback; collaborate with the product team on platform improvement
- Contribute to internal playbooks, support documentation, and onboarding templates
What We're Looking For
- Experience in customer success, account management, or a customer-facing role (SaaS a plus)
- Experience in or passion for the FEC, attractions, or hospitality industry
- Clear, confident communicator — written and verbal
- Technically curious and comfortable troubleshooting a platform
- Highly organized and self-directed; able to manage multiple accounts without close supervision
- Based in or willing to relocate to Lehi, UT (on-site role)
Nice to Have
- Hands-on experience with venue management or POS software
- Familiarity with Jira, Confluence, Pylon, or similar tools
- Experience supporting payment integrations (KYC, chargebacks, POS terminals)
Why VenueSumo?
This is a foundational role in our North American growth. You'll work closely with leadership, have direct influence on the customer experience, and help build systems that define how we serve clients for years to come.