Customer Success Specialist

Patronscan•Calgary, AB

1d•Remote

About The Position

Patronscan is a technology company focusing on identity verification, access control, public safety, and operational intelligence. Our platform helps businesses across nightlife, retail, logistics, gaming, hospitality, campuses, and other industries to create safer environments and run their businesses with smarter process and stronger data to keep them growing. We are a fast-moving, entrepreneurial company with a strong focus on execution, innovation, and making an impact on our clients and their communities. Our team values curiosity, accountability, and continuous improvement. We move quickly, test constantly, and focus on work that drives real results for us and for our clients. As we continue to grow, we are looking for a Customer Success Specialist to join our team and help ensure our clients receive world-class service from day one. This is not a ticket-closing, box-checking customer success job. We're looking for someone who wants to own the client relationship from onboarding through long-term growth, someone who will really dig in to how our product will help each client individually and communicate that with excitement; someone who sees a client account and asks "what else can we do here?" not "is this file closed?" You'll be the person our clients hear from when they're getting started, when something goes sideways, and when it's time to talk about what's next. You'll also be thinking creatively about how we turn happy clients into vocal advocates: Google reviews, testimonials, case studies, referrals. If a client loves us and nobody knows about it, that's a missed opportunity, and you won't let that happen. This role has a lot of independence and real room to shape and grow the position.

Requirements

Strong communicator, written and verbal. You're comfortable owning a conversation with a client and you're not waiting to be told what to say
Self-directed and organized. You can manage your own time, prioritize without hand-holding, and follow through consistently
Growth mindset. You're curious, eager to learn the product inside and out, and motivated by outcomes, not just activities
Comfortable with technology. You pick up SaaS platforms quickly and can troubleshoot confidently
You take pride in doing things properly, not just getting them done

Nice To Haves

Experience in a customer-facing role (customer success, account management, hospitality, sales)
Familiarity with the nightlife or hospitality industry – understanding the world our clients operate in (the late nights, the fast pace, the unique challenges of running a venue) means you can have real conversations instead of reading from a script.
Background or interest in marketing, brand, or client advocacy programs

Responsibilities

Lead onboarding for new clients from contract close through go-live, making sure they're set up for success from day one
Deliver clear, confident product training tailored to each client's team and venue type
Ensure all available product features are being utilized and woven into the client’s daily business life in the first 90 days of use
Run regular check-ins with existing clients to spot issues before they become problems and identify opportunities to deepen the relationship
Make sure client feedback and requests are being clearly recorded, fed back into our development roadmap, and clearly communicated both internally and with clients
Follow up thoughtfully after major support issues or tech incidents, turning a rough experience into a trust-building moment
Identify expansion opportunities within accounts: additional users, locations, or features that would genuinely serve the client
Build a pipeline of client advocates: actively solicit Google reviews, video or written testimonials, and case study participation
Find creative ways to get clients on record talking about what Patronscan has done for their venue, then work with the team to put that content to use