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Job Posting
Customer Success Agent
The Role
You will meet our customers and help them set up and learn to use Club Unity tee sheet software. This reservations platform is the backbone of our customers' customer's user experience. You'll work with golf professionals, introducing them to modern software in a space overrun by legacy players. You'll be showing them an easier way to do things, showing them how much time they'll save and how many complaints they'll no longer deal with. You'll inspire them with confidence to introduce new software to their members.

After they go live, you'll continue to support them as their primary contact. You'll answer questions and troubleshoot any issues that arise, occasionally escalating to our developers for quick resolutions.

Core Responsibilities
Implementation

Host kick-off meetings with recent customers introducing them to the software and the self-guided configuration guide

Monitor and assess implementation progress and hold regular, pre-set check-ins with new clients

Manage implementation timelines for new customer software rollouts

Teach and guide new customers through common workflows during their testing and practice period

Advise new customers on best practices to help meet their service objectives

Training

Use train-the-trainer methodology: train one golf professional per club who becomes the internal tee sheet expert

Provide SOPs as required

Introduce customers to the software knowledge base and support platform

Support

Manage support inbox and handle tier-one tee sheet support tickets

Use Loom (video platform) to respond to support requests

Diagnose and resolve common issues independently

Escalate complex technical issues to the development team

Follow up on escalations to confirm resolution and client satisfaction

Customer Success





Maintain and update Club Unity knowledge base as needed

Adapt training and support materials for French-language customers

About Club Unity
Club Unity is a B2B SaaS platform serving private clubs across Canada with a platform that facilitates online reservations (tee times, courts, classes, etc.), point of sale operations, membership management, and accounting. Demand for our software and service is surging and we're expanding and looking to add to our team.

Who You Are

Fluent in French and English, both spoken and written, since you'll train customers and write support materials in both languages.

You are good at learning how to use new software. You pick things up quickly and are not afraid to ask for help after you’ve searched the web and used AI to seek answers

You are comfortable and confident teaching others what you know

You believe that service is a product and a promise. You treat customers as valuable relationships and their success gives you a sense of accomplishment

You can diagnose why something isn't working and communicate it clearly and helpfully to both the customer and our technical team

Nice to Have

Background in golf club or hospitality operations

Experience training colleagues or customers on new software systems

What Success Looks Like
In your first 90 days, you'll:

Learn tee sheet workflows and understand how they fit into the day-to-day lives of our customers and their members

Review implementation and documentation and familiarize yourself with the new customer onboarding process

Monitor the support inbox and work alongside your colleagues to support current and existing customers

In your first year, you'll:

Be the owner of tee sheet implementations for all new customers

Be the trusted point of contact for recent customers during their critical first months

Expand and update Club Unity support documentation to better serve our customers

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📌 Customer Success Specialist (Manitoba)
🏢 Totalclubunity
📍 Manitoba