Senior Manager, Sales and Customer Success

Clubspeed & Resova

Build the team. Create the playbook. Scale the customer revenue engine.

Clubspeed and Resova provide venue management, booking, and payments technology to experience-based businesses around the world.

We’re entering an exciting new chapter. With new investment behind the business, we’re building the teams, systems, and operating rhythms needed to accelerate growth while delivering a consistently strong experience for our customers.

We’re looking for a Senior Manager, Sales & Customer Success to lead that transformation across our customer segments.
The Opportunity

This is not a role where you inherit a fully built sales and customer success machine.

You’ll have the opportunity to help build it.

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 move comfortably 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 we serve and grow our 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.

What You’ll Do
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 producti