Senior Customer Success Manager
2 days ago
Belfast
Obbi Club is the operational assurance platform trusted by premium golf clubs, leisure venues, and hospitality operators across the UK, Ireland, and the USA. From single-site clubs to multi-course operators, we connect compliance, operations, safety, and training into one system — giving leadership the real-time visibility, audit-ready evidence, and control they need to protect standards at scale. We replace fragmented tools and reactive paperwork with a platform built for how operations actually work. We're a small, ambitious team with a growing customer base and a proven product — and our focus now is ensuring every club we work with achieves sustained, measurable value from the service we provide. Your Role You will own a strategic portfolio of customer accounts across multiple markets, with responsibility for onboarding success, adoption, renewals, commercial retention and executive stakeholder engagement across a range of venues and geographies. Your objective is to ensure these customers are actively adopting and embedding Obbi into their daily compliance operations — not simply that the platform has been deployed, but that it is being used effectively across their club. This is fundamentally a change management role. Many of our customers are transitioning from informal, paper-based ways of working to a structured digital system. Our users range from general managers and compliance officers to maintenance staff, kitchen teams, and greenkeepers. Driving adoption across that spectrum, not just with the person who signed the contract, is central to the role. You’ll report to the Chief Product & Technology Officer, work closely with the GTM team on key accounts, and collaborate directly with product and engineering. You will lead renewal planning and execution across your portfolio, ensuring commercial conversations begin early, risks are surfaced proactively, and value is clearly demonstrated to decision makers ahead of contract renewal. What You’ll Actually Do • Own and run onboarding projects for new customers end-to-end: scoping their configuration, training their teams across multiple roles, and managing the timeline from contract to live activation., • Own ongoing customer relationships across operational and executive stakeholders, leading regular success reviews, conversations, and intervention plans where adoption, engagement or value realisation requires attention., • Lead customers through digital transformation — guiding teams who often have little prior experience with compliance software to structured, system-driven workflows., • Identify and communicate product issues, feature gaps, and churn risks early. Provide structured, evidence-based customer feedback to your colleagues in our product team to make our technology better. Act as the voice of the customer during product prioritisation, commercial planning and operational decision making., • Develop and refine onboarding playbooks, training materials, and support documentation. Our CS function is maturing, and this role involves building methodology as much as executing it., • Track and report on customer health metrics. Identify trends, flag risks, and recommend interventions before issues escalate., • Communicate effectively across a wide range of stakeholders, from board-level operators to front-line staff with limited technical experience, adapting your approach and language accordingly., • Account Health - maintain a clear visibility of account health, renewal probability, commercial risk and expansion potential across your portfolio. This is the right role for you if… • You have strong project leadership capability — the kind demonstrated by keeping a multi-stakeholder project on track across multiple sites with competing priorities, shifting timelines, and demanding customer environments., • You have direct experience leading digital transformation initiatives — helping organisations move from established manual processes into structured systems led ways of working. You recognise that this is primarily a people and change management challenge., • You have owned customer outcomes beyond implementation, including adoption, retention, renewal and identifying commercial and operational risk., • You naturally use data and usage signals to guide action, spotting declining engagement, stalled adoption, or emerging churn risks and intervene with solutions., • You are confident operating across a wide seniority range, equally credible presenting to a general manager as you are running a hands-on training session with operational staff., • You are comfortable working in a small ambitious team where process is still being built, and where part of your role is helping define what a great customer success should look like as we scale. You measure customer success by outcomes and adoption, not relationship sentiment. You are the person who identifies a decline in platform usage before the customer raises a concern., • You’re ready to take the next step in your career in a business that’s going to make its mark. Nice to Have • Background in compliance, health & safety, or training solutions. Detailed subject matter expertise is not required, but familiarity with the challenges our customers face is an advantage., • Experience with B2B SaaS customer success tooling such as CRMs, health scoring platforms, or product analytics and a curiosity for emerging tools and technology — including AI — and how they can be applied to improve customer outcomes, streamline workflows, or surface insight faster., • Exposure to hospitality, leisure, or facilities management operations. What We Offer • Fully remote role with a distributed team across Ireland and the UK., • A strong team environment with genuine collaboration, trust and visibility., • Real ownership from day one in a small company where your contribution directly shapes outcomes., • A proven product solving an increasingly important operational challenge – safety compliance in clubs is more important than ever., • Significant opportunity to shape how customer success develops as the business scales, • A proven product in a growing problem space — operational compliance in clubs and leisure venues is more important than ever, and we're well positioned to lead it., • Commission on renewals — recognising the impact of strong customer retention above standard benefits, with our packages continuing to grow as we do., • Enhanced maternity pay and enhanced sick pay., • Generous annual leave allowance., • Direct access to leadership and influence over how we scale customer success. How to Apply Please send your CV along with a brief note explaining why the role interests you and what you believe you would bring to it. A formal cover note isn’t necessary. If you have led an onboarding, rollout, or change management project that demonstrates your approach, we would welcome hearing about it.