Senior Customer Success Specialist - San Francisco

Senior Customer Success Specialist

We are looking for a Senior Customer Success Specialist to support, onboard, and grow our customers. This role is responsible for delivering an exceptional customer experience from initial implementation through ongoing account management. You will serve as a trusted partner to venue operators, ensuring they are successful with Perfect Venue and maximizing the value of our platform.

This is an in-office role 3-4 days/week in San Francisco.

Onboarding

• Lead new customer onboarding and implementation
• Conduct product training sessions for venue teams
• Ensure successful setup of accounts, workflows, and integrations
• Guide customers to early wins and product adoption

Account Management

• Own a book of existing venue accounts and build relationships
• Run proactive check-ins tied to the customer's season, catching low usage or slipping engagement before it turns into a cancellation
• Identify and sell add-ons that fit the venue's actual workflow, including payments, additional users, and premium modules

Customer Support

• Respond to customer inquiries via chat, email, and video calls
• Troubleshoot issues and provide timely, thoughtful solutions
• Escalate product bugs or complex issues to the appropriate internal teams
• Maintain high customer satisfaction and response time standards

Qualifications

• 4+ years of experience in a Customer Success/Account Management role
• Strong communication skills, both written and verbal
• Comfortable leading video calls and product demos
• Highly organized and detail oriented

• Competitive compensation including meaningful equity you'll actually be able to use
• Medical, vision, and dental with paid premiums for you, cost-sharing for dependents
• Flexible PTO & 401(k)
• Daily lunches when onsite
• Unlimited book budget
• Company laptop
• Complimentary One Medical membership for you and your family

Perfect Venue is committed to building a winning team

We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We will work to provide reasonable accommodations to applicants with physical and mental disabilities.