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 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.

• 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.

• 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.