Senior Manager, Sales and Customer Success

Clubspeed and Resova provide venue management, booking, and payments technology for experience-based businesses. Valsoft Corporation is seeking a Senior Manager, Sales & Customer Success to build and lead SMB and Mid-Market customer-facing teams, develop scalable operating models and playbooks, and drive retention, expansion, forecasting, and revenue growth.

Responsibilities:

• 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
• 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 productivity
• Own the team’s performance against Net Revenue Retention, renewal, churn, and expansion targets
• Establish a consistent renewal process that creates visibility well in advance of contract expiration
• Build and standardize upsell and cross-sell motions across the customer base
• Coach the team on identifying customer needs, creating value-based expansion opportunities, and successfully navigating commercial conversations
• Partner with internal teams to address customer risks before they become churn events
• Step into strategic or complex customer conversations when leadership involvement can materially improve the outcome
• Build accurate weekly, monthly, and quarterly forecasting for renewals, expansion, and customer revenue
• Establish pipeline standards and operating rhythms that give leadership a clear view of expected performance
• Track and analyze performance metrics across the customer lifecycle
• Use product usage, customer engagement, commercial, and CRM data to identify risks and opportunities
• Ensure CRM and Customer Success systems accurately reflect account activity, pipeline, customer health, and next steps
• Provide leadership with clear insights into performance, trends, risks, and opportunities

Requirements:

• 5+ years of experience in Customer Success, Account Management, Sales, or a related commercial function
• 2+ years of direct people management or team leadership experience.
• Demonstrated success hiring, onboarding, coaching, and developing customer-facing teams
• Experience operating in a high-volume SMB and/or Mid-Market environment
• Strong commercial instincts with experience managing renewals, expansion opportunities, contract negotiations, and revenue targets
• Proven ability to build processes, playbooks, operating cadences, or functions rather than simply working within established ones
• Strong understanding of Customer Success metrics including Net Revenue Retention, Gross Revenue Retention, churn, expansion, renewal rates, and customer health
• Strong forecasting, pipeline management, and performance management capabilities
• Experience using CRM and Customer Success platforms to improve visibility, automation, and team effectiveness
• Comfort working with data and translating performance metrics into concrete actions
• Ability to move between strategic planning and hands-on execution