Senior Manager, Sales & Customer Success

Clubspeed and Resova provide venue management, booking, and payments technology to experience-based businesses worldwide. They are entering an exciting new chapter, building teams, systems, and operating rhythms to accelerate growth while delivering a consistently strong experience for their customers.

The Opportunity

This role is not about inheriting a fully built sales and customer success machine. Instead, you’ll have the opportunity to help build it from the ground up. You’ll lead and develop a growing team responsible for customer retention, expansion, and new revenue while creating the processes, playbooks, metrics, and management structure required to operate effectively at scale.

The role requires someone who can seamlessly transition between strategy and execution. One day you may be designing the customer segmentation model or renewal process; the next, you may be coaching a rep through an expansion opportunity, reviewing an at-risk account, or helping close a deal.

You’ll have meaningful ownership over how Clubspeed and Resova serve and grow their SMB and Mid-Market customers—and the opportunity to build a function that can scale with the business.

What Success Looks Like

In this role, you will:

• Build a high-performing SMB and Mid-Market Sales & Customer Success organization with clear roles, expectations, KPIs, and accountability.
• Recruit, onboard, coach, and develop a strong team of Account Managers and Customer Success professionals.
• Create scalable customer journeys and playbooks across onboarding, adoption, retention, renewal, and expansion.
• Improve Net Revenue Retention by reducing preventable churn and creating a consistent expansion motion across the customer base.
• Establish clear forecasting and pipeline management for renewals, upsells, cross-sells, and other customer revenue opportunities.
• Introduce a scalable operating model that balances high-touch engagement for strategic customers with efficient 1-to-many programs for SMB customers.
• Build better visibility into customer health, revenue risk, and expansion potential.
• Create a disciplined, accountable culture where the team understands what great performance looks like and has the coaching and tools to achieve it.

Key Responsibilities

Lead, Build & Develop the Team

• Lead the SMB and Mid-Market Sales & Customer Success teams, establishing clear expectations, responsibilities, and performance standards.
• Own recruiting and hiring as the organization grows.
• Build structured onboarding and enablement programs that help new team members ramp quickly.
• Conduct regular 1:1s, pipeline reviews, account reviews, and call coaching.
• Develop the team’s capabilities in consultative selling, negotiation, customer relationship management, retention, and expansion.
• Establish clear individual and team KPIs and create a strong culture of accountability and continuous improvement.
• Identify performance gaps early and coach team members toward stronger outcomes.

Build the Customer Success Operating Model

• Design and document scalable playbooks for onboarding, adoption, account management, renewal, expansion, and churn prevention.
• Develop differentiated engagement models for SMB and Mid-Market customers based on customer value, complexity, opportunity, and risk.
• Build repeatable 1-to-many programs that allow the team to effectively support a high-volume customer base.
• Establish customer health scoring and early-warning indicators for churn and expansion opportunities.
• Define clear escalation paths and operating processes across Sales, Customer Success, Support, Implementation, Product, and Payments.
• Continuously identify opportunities to simplify workflows and improve team productivity.

Drive Retention & Expansion

• Own the team’s performance against Net Revenue Retention, renewal, churn, and expansion targets.
• Establish a consistent renewal process that creates visibility well in advance of contract expiration.
• Build and standardize upsell and cross-sell motions across the customer base.
• Coach the team on identifying customer needs, creating value-based expansion opportunities, and successfully navigating commercial conversations.
• Partner with internal teams to address customer risks before they become churn events.
• Step into strategic or complex customer conversations when leadership involvement can materially improve the outcome.

Create Revenue Visibility & Accountability

• Build accurate weekly, monthly, and quarterly forecasting for renewals, expansion, and customer revenue.
• Establish pipeline standards and operating rhythms that give leadership a clear view of expected performance.
• Track and analyze performance metrics across the customer lifecycle.
• Use product usage, customer engagement, commercial, and CRM data to identify risks and opportunities.
• Ensure CRM and Customer Success systems accurately reflect account activity, pipeline, customer health, and next steps.
• Provide leadership with clear insights into performance, trends, risks, and opportunities.

You’ll Thrive Here If...

• You enjoy building structure where it doesn’t yet exist.
• You believe strong leadership means both setting a clear standard and actively coaching people toward it.
• You like working closely with customers and are comfortable getting involved when an important account or opportunity needs help.
• You are commercially minded and view Customer Success as an important driver of revenue, not simply a support function.
• You are comfortable being accountable to clear metrics and expect the same from your team.
• You can identify what needs to be standardized without adding unnecessary process.
• You enjoy working in an environment where the business is evolving quickly and you can directly influence how the function develops.
• You are excited by the opportunity to build something that is expected to become significantly larger over time.

Why Join Clubspeed?

This is an opportunity to join a category-leading business at an important stage of its growth. You’ll have the opportunity to:

• Build and shape a critical customer-facing function.
• Hire and develop your own team.
• Influence how they segment, serve, retain, and grow their customers.
• Work directly with company leadership on revenue strategy and execution.
• Create systems and playbooks that become the foundation for future scale.
• Have a measurable impact on customer retention, expansion, and company growth.

What You’ll Get

• Significant ownership and autonomy over the SMB and Mid-Market Sales & Customer Success organization.
• The opportunity to build rather than simply maintain an existing function.
• A seat at the table and meaningful influence over company strategy.
• A growing organization where strong performers can expand their scope as the business scales.
• The ability to make a visible impact on customers, employees, and company performance.

Requirements

• 5+ years of experience in Customer Success, Account Management, Sales, or a related commercial function.
• 2+ years of direct people management or team leadership experience.
• Demonstrated success hiring, onboarding, coaching, and developing customer-facing teams.
• Experience operating in a high-volume SMB and/or Mid-Market environment.
• Strong commercial instincts with experience managing renewals, expansion opportunities, contract negotiations, and revenue targets.
• Proven ability to build processes, playbooks, operating cadences, or functions rather than simply working within established ones.
• Strong understanding of Customer Success metrics including Net Revenue Retention, Gross Revenue Retention, churn, expansion, renewal rates, and customer health.
• Strong forecasting, pipeline management, and performance management capabilities.
• Experience using CRM and Customer Success platforms to improve visibility, automation, and team effectiveness.
• Comfort working with data and translating performance metrics into concrete actions.
• Ability to move between strategic planning and hands-on execution.