[Hiring] Customer Success Manager @Golfmanager

Role Description

The main purpose of this role is to be each club’s 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.

Key Responsibilities

• Primary Point of Contact: 30 Days Before to 60 Days After Go-live
  • 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 club’s 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.
• Pre-launch Preparation, Hypercare & Handover
  • 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 club’s goals.
  • Use the 30 days before go-live to build relationships, understand club workflows, coordinate training and confirm readiness with Implementation.
  • Use days 1–30 after go-live to stabilise core operations and resolve issues, then days 31–60 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.
• Training & Platform Adoption
  • 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.
• Internal Coordination & Reporting
  • 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 club’s progress from 30 days before go-live to 60 days afterwards, including upcoming reviews, outstanding escalations, customer confidence and handover readiness.

Qualifications

• 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.

Requirements

• 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.

Key Success Measures

• 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.

Benefits

• Salary of £40,000 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.