Customer Success Consultant

Guestia; Cranfield; Hybrid; GBP 30,000 - 35,000; Full time

Benefits offered by this job

Private Healthcare

Company Car Scheme

Company Pension

Performance Bonus Scheme

Socials and team events

Company days out

Ongoing training and development

Flexible working hours

Job summary

Guestia, a fast-growing SaaS provider of event, guest, and ticket management solutions, seeks a Customer Success Consultant to guide customers through onboarding, configuration and ongoing adoption. You’ll combine technical support with proactive success to maximise platform value.

Join a collaborative team to deliver high-quality implementations, train users, and drive customer outcomes across the UK and internationally when needed.

Qualifications

• Experience in a Customer Success, Application Support or Software Support role.
• Experience working within a SaaS environment.
• Excellent written and verbal communication skills.
• Knowledge of SQL, databases or web applications would be advantageous.

Responsibilities

• Build strong, long-lasting relationships with customers and become a trusted point of contact.
• Deliver an exceptional customer experience across every interaction.
• Support customer onboarding and implementation projects, engaging with customers to understand their business processes, operational challenges, and strategic objectives.
• Facilitate workshops, discovery sessions, and process-mapping activities. Analyse and document business requirements, functional specifications, and solution designs.
• Deliver customer training sessions, webinars and product demonstrations.
• Help customers maximise the value they receive from the Guestia platform.
• Proactively engage with customers to encourage product adoption and identify opportunities for improvement.
• Gather customer feedback and champion the voice of the customer within Guestia.
• Advise customers on best practices and software capabilities

Skills

Customer success

Application support

SaaS

Troubleshooting

Communication

SQL

Tools

Helpdesk software

Ticketing system

Job description

Guestia is a fast-growing SaaS company delivering event, guest, and ticket management solutions to some of the world's leading sports marketing agencies, brands, rights holders and event organisers. Our platform powers hospitality programmes, sponsorship activations and VIP experiences at some of the world's most prestigious sporting and entertainment events.

At Guestia, we're passionate about helping our customers deliver exceptional experiences. We combine innovative technology with outstanding customer service, building long-term partnerships that help our customers achieve success.

As we continue to grow, we're looking for a Customer Success Consultant to join our expanding Customer Success & Support team. This is an exciting opportunity for someone who enjoys solving problems, building relationships and helping customers get the very best from technology.

The Role

As a Customer Success Consultant, you'll be responsible for delivering an exceptional customer experience throughout the customer journey. You'll combine technical application support capability with proactive customer success, helping customers onboard successfully, resolve issues efficiently, maximise adoption of our platform and achieve their business objectives.

You’ll be responsible for delivering, implementing, configuring, and supporting software solutions that meet customer business requirements. Working closely with customers, business stakeholders, project managers, and technical teams, you’ll analyse business processes, translate requirements into system configurations, and ensure successful deployment and adoption of software solutions.

The role combines technical expertise, business process understanding, and customer-facing consulting skills to deliver high-quality implementations that drive customer value and operational efficiency.

What You'll Be Doing

Customer Success & Technical Consultancy

• Build strong, long-lasting relationships with customers and become a trusted point of contact.
• Deliver an exceptional customer experience across every interaction.
• Support customer onboarding and implementation projects, engaging with customers to understand their business processes, operational challenges, and strategic objectives.
• Facilitate workshops, discovery sessions, and process-mapping activities. Analyse and document business requirements, functional specifications, and solution designs.
• Deliver customer training sessions, webinars and product demonstrations.
• Help customers maximise the value they receive from the Guestia platform.
• Proactively engage with customers to encourage product adoption and identify opportunities for improvement.
• Gather customer feedback and champion the voice of the customer within Guestia.
• Advise customers on best practices and software capabilities

Application Support

• Manage customer enquiries via email, telephone and Microsoft Teams.
• Investigate, troubleshoot and resolve application and technical issues.
• Own support tickets from initial investigation through to successful resolution.
• Work closely with our Development team to escalation and resolve complex issues.
• Create and maintain customer-facing knowledge base articles and documentation.
• Maintain accurate customer records and support activity within our systems.
• Work closely with colleagues across Customer Success, Product and Development.
• Support customer implementations, software releases and project activities.
• Travel occasionally to customer sites and live events within the UK and internationally when required.
• Provide support outside normal business hours when required for customer projects, software implementations, live events or critical customer incidents.
• Contribute to continuous improvement initiatives across the Customer Success function.

About You

We're looking for someone who enjoys working with people just as much as technology.

You'll be naturally curious, enjoy solving problems and take pride in delivering outstanding customer experiences.

You’ll ideally have:

• Experience in a Customer Success, Application Support or Software Support role.
• Experience working within a SaaS environment.
• Excellent customer service and relationship-building skills.
• Strong analytical and troubleshooting abilities.
• Excellent written and verbal communication skills.
• The ability to explain technical concepts in a clear and simple way.
• Strong organisational skills with the ability to prioritise multiple tasks.
• A proactive, positive and customer-first attitude.
• Experience using helpdesk or ticket management software.
• Knowledge of SQL, databases or web applications would be advantageous.
• A valid passport and willingness to travel internationally on occasion.

Why Join Guestia?

You’ll be joining a friendly, ambitious team working with some of the biggest names in sport and live events. We offer a collaborative environment where you'll have the opportunity to develop your technical knowledge, build lasting customer relationships and play a key role in shaping our customers' success.

• Salary up to £35,000, depending on experience
• Flexible working hours (between 8:00am and 6:00pm)
• Hybrid working (minimum three days per week in our Cranfield office)
• Private Healthcare
• Company Car Scheme
• Company Pension
• Performance Bonus Scheme
• Socials and team events
• Company days out
• Ongoing training and professional development

If you're passionate about technology, enjoy working with customers and want to be part of an exciting and growing SaaS business, we'd love to hear from you.