Customer Success Specialist

Totalclubunity; Canada; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

Club Unity in Canada seeks a Customer Success Agent to help golf clubs set up and learn Club Unity tee sheet software. You will be the primary contact after go-live, guiding users and addressing questions to improve their experience.

You will train customers in both French and English, assist with onboarding, and respond to support requests. Collaboration with the development team for escalations is expected, with a strong emphasis on service quality.

Qualifications

• Fluent in English and French (written and spoken).
• Strong customer service orientation with ability to train users.

Responsibilities

• Lead kick-off and onboarding with new clubs.
• Provide ongoing training and support to clients post-implementation.
• Handle tier-one support tickets and coordinate with developers for escalations.
• Maintain and update knowledge base and SOPs.
• Ensure customer success and satisfaction through proactive engagement.

Skills

Bilingual English/French

Customer service

Training & onboarding

Problem solving

Tools

Loom

Job description

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Job Posting

Customer Success Agent

The Role

You will meet our customers and help them set up and learn to use Club Unity tee sheet software. This reservations platform is the backbone of our customers' customer's user experience. You'll work with golf professionals, introducing them to modern software in a space overrun by legacy players. You'll be showing them an easier way to do things, showing them how much time they'll save and how many complaints they'll no longer deal with. You'll inspire them with confidence to introduce new software to their members.

After they go live, you'll continue to support them as their primary contact. You'll answer questions and troubleshoot any issues that arise, occasionally escalating to our developers for quick resolutions.

Core Responsibilities

Implementation

• Host kick-off meetings with new customers introducing them to the software and the self-guided configuration guide
• Monitor and assess implementation progress and hold regular, pre-set check-ins with new clients
• Manage implementation timelines for new customer software rollouts
• Teach and guide new customers through common workflows during their testing and practice period
• Advise new customers on best practices to help meet their service objectives

Training

• Use train-the-trainer methodology: train one golf professional per club who becomes the internal tee sheet expert
• Provide SOPs as required
• Introduce customers to the software knowledge base and support platform

Support

• Manage support inbox and handle tier-one tee sheet support tickets
• Use Loom (video platform) to respond to support requests
• Diagnose and resolve common issues independently
• Escalate complex technical issues to the development team

Follow up on escalations to confirm resolution and client satisfaction

Customer Success

• Maintain and update Club Unity knowledge base as needed
• Adapt training and support materials for French-language customers

About Club Unity

Club Unity is a B2B SaaS platform serving private clubs across Canada with a platform that facilitates online reservations (tee times, courts, classes, etc.), point of sale operations, membership management, and accounting. Demand for our software and service is surging and we're expanding and looking to add to our team.

Who You Are

• Fluent in French and English, both spoken and written, since you'll train customers and write support materials in both languages.
• You are good at learning how to use new software. You pick things up quickly and are not afraid to ask for help after you’ve searched the web and used AI to seek answers
• You are comfortable and confident teaching others what you know
• You believe that service is a product and a promise. You treat customers as valuable relationships and their success gives you a sense of accomplishment
• You can diagnose why something isn't working and communicate it clearly and helpfully to both the customer and our technical team

Nice to Have

• Background in golf club or hospitality operations
• Experience training colleagues or customers on new software systems

What Success Looks Like

In your first 90 days, you'll:

• Learn tee sheet workflows and understand how they fit into the day-to-day lives of our customers and their members
• Review implementation and documentation and familiarize yourself with the new customer onboarding process
• Monitor the support inbox and work alongside your colleagues to support new and existing customers

In your first year, you'll:

• Be the owner of tee sheet implementations for all new customers
• Be the trusted point of contact for new customers during their critical first months
• Expand and update Club Unity support documentation to better serve our customers