TSC - Customer Success Specialist

TEAM SNOW CLOUD•Vernon Center, NJ

7d•$60,000 - $70,000•Onsite

About The Position

As the Customer Success Specialist, you will support the entire post-sale relationship with every resort on our platform. From the moment a resort signs with SnowCloud to the day they renew and expand, you are their champion. You work closely with the Account Manager to ensure smooth transitions from sale to successful customer. You assist with onboarding them, support them through their season, review their results, and grow the relationship year over year. In vertical SaaS, Customer Success is not a support function — it is the growth engine. At Snow Partners, we lead and live by our mission statement — and this role is at the heart of it. The connections our CS team builds with resort operators are exactly the kind of lasting relationships our mission describes.

Requirements

3+ years in Customer Success or resort experience utilizing resort management technology
Proven track record of being guest centric.
Background in resort technology, hospitality, ticketing, attractions, or outdoor recreation strongly preferred — we want someone who loves this industry
Deep understanding of seasonal business dynamics and the unique pressures resort operators face
Data-driven approach to account health, renewal forecasting, and team performance
Excellent communication — you can work with varying levels at the resort
Experience with CS platforms (Gainsight, Roller, ChurnZero, Totango) and CRM integration
Alignment with our mission — you genuinely care about the people you serve, both your team and your customers
Ability to travel to resort partners regularly, train front line and management staff, be a trusted resource, on the ground, to support implementations.
Ideally, the ability to work onsite in Vernon, NJ
Bachelor’s degree (or 2+ years of relevant experience)
1+ year overseeing customer accounts
2+ years experience with technical account management
An understanding of SDLC (Software Development Life Cycle)
Proven technical writing skills
Understanding Software methodologies, tools, and processes
Client and user-oriented problem solver
Ability to think analytically, critically, and creatively to identify options and solutions
Strong interpersonal, presentation, verbal and written communication skills
Ability to travel, as needed
Flexible schedule to include occasional weekends
Roll-up sleeves attitude with a hands-on approach to the work
Proven experience in a dynamic environment

Nice To Haves

A love for winter sports and the mountain lifestyle is a meaningful plus — our team and our customers live and breathe it
Strongly prefer an understanding of ski resort operations, products, and hardware

Responsibilities

Resort Onboarding & Implementation: Support the end-to-end resort onboarding process — from contract signed to fully live on the platform, working hand in hand with the VP, Business Development. Follow onboarding SLAs that set clear expectations for resorts and the internal team. Ensure every new resort reaches value quickly and confidently, with minimal friction. Be an onsite leader of implementation, working with resort staff to train and onboard.
Account Management & Retention: Own NRR (Net Revenue Retention) — an important key metric. Develop customer health scoring that gives early warning on at-risk accounts. Maintain relationships with resort operators across the portfolio.
Expansion & Growth: Identify upsell and cross-sell opportunities within the existing resort portfolio. Partner with Sales on expansion plays — from adding modules to growing to new properties.
Voice of the Customer: Serve as the primary voice of the customer inside SnowCloud — bringing resort feedback directly to Product and Development. Build formal feedback loops including advisory boards, beta programs, and post-season reviews. Ensure the roadmap is continuously informed by what resorts actually need in the field.
Operations & Reporting: Participate in fulfilling CS KPIs: NRR, logo retention, churn, CSAT, time to onboard, health scores, and expansion ARR. Add input to user manuals and training for clients. Foster close collaboration with testers, clients, development and management team to enhance client experience.