Customer Success & Onboarding Specialist

About VenueSumoVenueSumo is a leading all-in-one venue management software platform designed to empower businesses in the leisure and attractions industry. Our mission is to streamline operations, enhance customer experiences, and drive growth for venues through innovative, user-focused technology.With a culture rooted in customer obsession, authenticity, transparency, efficiency, and empowerment, we are expanding in the Australian market and looking for an exceptional individual to look after our customers from day one.
The OpportunityThis is a rare chance to join VenueSumo as the company rapidly grows in the Australian market.You'll own the full customer journey for our Australian clients: from onboarding and implementation through to training, ongoing success, and day-to-day support. You'll work to help configure and build solutions that fit the Australian market, and you'll be the voice of our local customers internally.VenueSumo is a growing startup with a small, tight-knit team. You'll move between onboarding calls, support tickets, and internal process-building.
If that kind of variety energises you and you want your work to have a tangible impact, this is the right seat.
Key ResponsibilitiesCustomer Onboarding & Implementation• Own end-to-end onboarding for new Australian customers, from kick-off through go-live and into confident day-to-day use of the platform.• Configure the VenueSumo platform to meet each customer's specific operational requirements, working hands-on with settings, workflows, and integrations.• Manage implementation timelines and keep customers informed and confident throughout the go-live process.
Training & Enablement• Design and deliver tailored training programs for venue teams from frontline staff to operations managers across both live sessions and self-serve materials.• Build and maintain an Australia-specific knowledge base, help documentation, and training resources that enable customers to get the most out of the platform independently.• Run check-ins and refresher sessions to ensure customers are adopting features effectively and driving value over time.• Contribute to internal playbooks, support documentation, and onboarding templates that make the process repeatable as the Australian customer base grows.
Product Collaboration• Work closely with the product and engineering teams to support configuration, testing, and rollout of platform updates relevant to Australian customers.• Feed Australian market insight back into the product roadmap — you'll be closest to what local venues need, and your input will matter.• Identify patterns across your customer base and compile structured feedback that helps the broader team prioritise effectively.
Relationship & Growth• Own the success metrics for your Australian portfolio — including adoption, retention, satisfaction, and expansion.• Monitor account health across your portfolio, running regular check-ins and acting proactively when usage or engagement signals start to dip.• Build genuine, long-term relationships with key stakeholders at each venue, becoming a trusted partner rather than just a support contact.• Identify opportunities for account growth and collaborate with the commercial team where relevant.

What We're Looking ForRequired• 2–4 years of experience in a customer success, onboarding, implementation, or solutions role within a SaaS or technology business (vendor or client side).• A proven all-rounder: comfortable moving between onboarding, training, support, and product work within the same week.• Strong technical aptitude — able to configure software, troubleshoot issues, and communicate clearly with both customers and engineering teams.• Excellent written and verbal communication skills, with the ability to adapt your style from a frontline venue operator to a senior stakeholder.• A self-starter mindset: you don't wait to be told what to do, you identify what needs doing and get on with it.• Based in Australia with full working rights, and able to travel interstate to customer sites when needed.
Preferred• Experience in the family entertainment centre, attractions, leisure, hospitality, or tourism industry, ideally in the Australian market.• Hands-on experience with venue management, booking, ticketing, or POS software.• Experience helping build or scale a customer success function from the ground up.• Exposure to product feedback loops, beta testing, or working directly with product teams on feature development.• Familiarity with Jira, Confluence, Pylon, or similar support and product tooling.• Experience supporting payment integrations — KYC, chargebacks, or POS terminals.

Our CultureAt VenueSumo, we live and breathe five core values:• Customer Obsessed — we prioritise our customers' success above all else.• Authenticity — we value genuine interactions and honest feedback.• Transparency — we operate openly, sharing insights and challenges freely.• Efficiency Over Bureaucracy — we move quickly and focus on results, not red tape.• Flat Structure & Empowerment — we trust our team to take ownership and make an impact.
Why Join VenueSumo?This is a high-visibility role where your work will directly shape how VenueSumo grows here, and where the ceiling on your impact and career progression is genuinely high.
You'll work closely with VenueSumo leadership and a lean, empowered global team who will back you to make decisions, take initiative, and build the systems that define how we serve Australian customers for years to come. If you're energised by variety, ownership, and the chance to make a real mark, we'd love to hear from you.