Onboarding & Customer Success Specialist

VenueAI; Northern (KY); Hybrid; USD 55,000 - 70,000; Full time

Benefits offered by this job

Competitive base salary

Performance bonus

20 days PTO

Growth opportunities

Job summary

VenueAI is hiring an Onboarding & Customer Success Specialist to guide venues from signed contract through launch and beyond. You will own setup, training, and ongoing health checks while working with venue owners, sales directors, coordinators, and product teams to tailor VenueAI to each client’s needs.

You will manage multiple onboardings, translate venue pricing and processes into clean configurations, and drive renewals and growth.

Qualifications

• 2+ years in customer success, onboarding, implementation, or account management at a SaaS company.
• Experience managing multiple client projects simultaneously and keeping them on track.
• Strong written and verbal communication skills, including leading calls and training sessions.
• Ability to learn a software product deeply and explain it clearly to non-technical users.

Responsibilities

• Lead onboarding for new venues from kickoff through go-live.
• Gather pricing, packages, availability, and sales process, and translate into setup.
• Train venue teams on how to use VenueAI and what to expect.
• Manage multiple onboardings at once and keep each on schedule.
• Monitor client health after launch and step in when attention is needed.
• Handle client questions and support requests with speed and care.
• Run regular check-ins and reviews with clients to show results and identify opportunities.
• Support renewals and expansions, including add-on products.
• Capture client feedback and feature requests and share with the team.
• Help improve onboarding process, documentation, and training materials.

Skills

Onboarding

Customer success

Account management

SaaS

Job description

About VenueAI

VenueAI is an AI-powered sales platform built specifically for wedding and event venues.

We help venues respond to leads faster, manage conversations across SMS, email, and voice, and convert more inquiries into booked tours. VenueAI works alongside the systems venues already use, giving sales teams a more consistent and scalable way to manage and convert inbound demand.

We are bootstrapped, growing across the US and UK, and building technology around the way venue sales teams actually work.

We are growing our client team and hiring an Onboarding & Customer Success Specialist to help every new venue get live quickly and see results.

About the role

As an Onboarding & Customer Success Specialist, you will own the client experience from signed contract through launch and beyond.

You will guide new venues through setup, learn how each one sells and books events, and make sure VenueAI is configured to match. Once a venue is live, you will stay close to it, monitor how it is performing, and help the team get the most out of the platform.

This role sits at the center of our client relationships. You will work with venue owners, sales directors, and coordinators every day, and you will work closely with our leadership and product teams to make sure what clients need gets built.

What you will own

• Lead onboarding for new venues from kickoff through go-live

• Gather each venue's pricing, packages, availability, and sales process, and translate it into a clean setup

• Train venue teams on how to use VenueAI and what to expect from it

• Manage multiple onboardings at once and keep each one on schedule

• Monitor client health after launch and step in early when something needs attention

• Handle client questions and support requests with speed and care

• Run regular check-ins and reviews with clients to show results and identify opportunities

• Support renewals and expansions, including additional venues and add-on products

• Capture client feedback, feature requests, and success stories and share them with the team

• Help improve our onboarding process, documentation, and training materials over time

What we are looking for

We are looking for someone organized, warm, and detail-oriented who enjoys working with clients and understands how venues and hospitality businesses operate.

You should have:

• 2+ years of experience in customer success, onboarding, implementation, or account management, ideally at a SaaS company

• Experience managing multiple client projects at the same time and keeping them on track

• Strong written and verbal communication skills, including comfort leading calls and training sessions

• The ability to learn a software product deeply and explain it clearly to non-technical users

• Attention to detail, especially when gathering and organizing client information

• A proactive approach to client relationships and a willingness to have hard conversations when needed

• The ability to operate independently in a remote, early-stage environment

Preferred

• Experience in venue sales, catering sales, event planning, or hospitality operations

• Experience onboarding or supporting clients on a sales, CRM, or communications platform

• Familiarity with the wedding and events industry

• Experience working at an early-stage or high-growth SaaS company

Compensation & growth

• Competitive base salary plus performance bonus

• $55,000 to $70,000 total, depending on experience

• Bonus tied to client retention and growth

• 20 days paid time off

• Opportunity to grow into a senior client success or onboarding leadership role as the team expands

This is an opportunity to join VenueAI early, own the client experience end to end, and help build the client success team that follows.

VenueAI is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to building an inclusive team.