Customer Onboarding & Success Manager

Golfmanager is a cloud-based golf club management platform helping clubs and operators manage tee time bookings memberships point of sale payments reporting and customer engagement. We help customers simplify their operations and deliver a better experience for golfers and staff.

The main purpose of this role is to be each clubs primary point of contact from 30 days before go-live until 60 days after go-live with Golfmanager. You will provide continuity practical guidance and clear ownership throughout this period helping the club settle into the system and operate confidently.

You will manage a portfolio of clubs through the period from 30 days before go-live to 60 days afterwards building relationships with managers and department teams coordinating outstanding actions and ensuring questions reach the right people. Each club should know who to contact what is happening and when to expect an update. At 60 days after go-live you will complete a structured handover into the agreed ongoing account management and support arrangements.

Working closely with Implementation Technical Support Product and Sales you will be the person who keeps the customer informed and ensures actions are followed through. You will own communication and coordination with technical fixes and product priorities managed by the relevant specialist teams.

• Join the customer journey 30 days before go-live taking a structured briefing from Sales and Implementation covering the agreed scope configuration training plan outstanding actions and customer priorities. Work alongside Implementation to coordinate readiness and maintain clear customer communication.
• Act as the clubs named main point of contact from 30 days before go-live through to 60 days after go-live agreeing a contact schedule named action owners and clear priorities based on operational impact.
• Provide practical support across bookings memberships point of sale payments and reporting within the modules each customer uses.
• Maintain a clear action log distinguish training and configuration queries from technical faults and coordinate escalations with the appropriate team.
• Keep customers informed of progress workarounds and agreed next steps setting realistic expectations without promising unconfirmed fixes or delivery dates.
• Maintain ownership of customer communication throughout the full period from 30 days before go-live to 60 days afterwards even where issues require input from Implementation Technical Support or Product.

• Build trusted relationships with club managers department heads and key users across clubs preparing for go-live and within their first 60 days of live operation.
• Run a pre-go-live readiness review and reviews at 30 and 60 days after go-live covering preparation operational stability staff confidence platform adoption outstanding issues and progress against the clubs goals.
• Use the 30 days before go-live to build relationships understand club workflows coordinate training and confirm readiness with Implementation. Use days 130 after go-live to stabilise core operations and resolve issues then days 3160 to reinforce adoption consolidate progress and prepare the handover.
• Help clubs improve workflows and make better use of the functionality available within their agreement.
• Complete a documented handover at 60 days after go-live covering key contacts configuration training adoption open actions and risks. Introduce the ongoing account and support contacts and ensure every remaining action has a named owner and agreed next step.

• Deliver remote training and where required onsite sessions tailored to the needs of different club departments.
• Identify knowledge gaps build confidence among key users and encourage customers to use help resources and the established support channels.
• Explain relevant new features and releases helping customers understand their practical value and how to use them.
• Contribute to clear training materials help articles and repeatable hypercare processes.

• Maintain accurate account records meeting notes risks and agreed actions in the CRM and shared trackers.
• Provide Technical Support with clear issue descriptions examples steps to reproduce and business impact following agreed data-handling procedures.
• Share customer feedback and recurring themes with the Product Manager to inform improvements and prioritisation.
• Report on each clubs progress from 30 days before go-live to 60 days afterwards including upcoming reviews outstanding escalations customer confidence and handover readiness.

You will enjoy building relationships solving practical problems and helping people feel confident with technology. You will be comfortable taking ownership from 30 days before go-live through to 60 days afterwards managing several clubs at different stages and coordinating colleagues to deliver a consistent customer experience.

• Proven experience in account management customer success software implementation or a comparable customer-facing role.
• Experience supporting customers through operational change onboarding or the introduction of a new system.
• Excellent written and verbal communication with the ability to explain technical concepts clearly to non-technical users.
• Strong organisation and prioritisation skills with the ability to manage several accounts and follow actions through to completion.
• A calm empathetic approach to escalations and the confidence to set clear realistic expectations.
• A practical problem-solving mindset confidence learning software and experience keeping accurate customer records.
• Ability to work independently in a remote team and travel to customer sites when required.

• Experience with B2B SaaS golf club management software booking systems point of sale or payment platforms.
• Knowledge of golf hospitality leisure or membership-based operations.
• Experience delivering training or using customer data to identify adoption gaps and early customer risks.
• Familiarity with CRM and task management tools such as Pipedrive HubSpot or Trello.

• Every club has a recognised primary point of contact from 30 days before go-live to 60 days afterwards with proactive check-ins a pre-go-live readiness review and completed reviews at 30 and 60 days after go-live.
• Outstanding issues are tracked and progressed with fewer repeat problems and avoidable escalations.
• By 60 days after go-live club staff demonstrate confidence with core workflows and adoption has progressed against agreed customer goals.
• Clubs report a positive experience throughout preparation and their first 60 days after go-live with accurate records and early identification of risks.
• A complete handover at 60 days after go-live is accepted by the receiving team with clear ownership of open actions and a club that understands its ongoing support arrangements.

• Salary of 40000 per annum plus a bonus scheme.
• A remote role with opportunities to work directly with golf clubs and operators across the UK and Ireland.
• Training on the Golfmanager platform and close collaboration with our implementation support product and commercial teams.
• The opportunity to shape our hypercare approach and make a visible difference to the customer experience.

Golfmanager is an equal opportunities employer. We welcome applications from candidates of all backgrounds.