What are the responsibilities and job description for the Customer Onboarding & Relationship Manager position at Clubspeed?
We’re looking for a dedicated Customer Onboarding & Relationship Manager to own the customer experience from the moment a deal is closed. You will guide new customers through a seamless onboarding journey, build strong relationships, and act as a trusted partner throughout the customer lifecycle.
This is a high-impact role that sits at the intersection of product, sales, and customer success—perfect for someone who thrives on helping people, solving problems, and building lasting connections.
Onboarding:
- Lead the client onboarding process from post-sale to go-live.
- Conduct kickoff calls to understand customer goals, use cases, and success metrics.
- Customize implementation plans and ensure timely and successful deployment by understanding the customer’s goals and configuring our platform to meet their needs.
- Provide product training, enablement sessions, resources, and guidance to ensure early adoption and value realization.
Relationship Management:
- Act as the primary point of contact for your portfolio of clients.
- Foster strong, trust-based relationships that foster engagement and retention while understanding clients' evolving needs and advocating for their success.
- Conduct regular check-ins, business reviews, and renewal discussions.
Customer Success:
- Monitor usage data, identify engagement trends, and proactively address potential issues.
- Collaborate with Product, Support, and Sales teams to ensure client feedback is heard and acted on.
- Act as the voice of the customer internally—collaborate with Product, Support and Sales teams to ensure client feedback is heard and acted on.
- Identify upsell and expansion opportunities and support the Sales team in closing them.
- 2–5 years of experience in a customer-facing role (Customer Success, Account Management, or Onboarding) in a SaaS environment.
- Strong project management skills and the ability to manage multiple clients simultaneously
- Excellent communication and interpersonal skills—comfortable presenting to stakeholders at all levels.
- A problem-solver mindset with a proactive and empathetic approach to client relationships.
- Familiarity with tools like HubSpot and googlesheets.
- Bonus: Experience working with customers in Interactive Entertainment, Niche Recreational Activities or Family Entertainment Centers.
