Customer Success Specialist

About Patronscan

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.

The Opportunity

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.

What You'll Own

Onboarding and Training

• 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

Proactive Client Engagement

• 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

Growth and Advocacy

• 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

What Success Looks Like

This role is highly outcome oriented. Success in this role will be measured by:

• Client retention – you’re building real relationships, not just completing tasks. Churn is low because clients feel supported, heard, and consistently value the service we provide.
• Account growth – you’re identifying expansion opportunities and acting on them. The average account value increases because you understand what clients need and connect the dots for them.
• Brand reputation – you’re actively converting happy clients into advocates. Google reviews are coming in, testimonials are on records, and we have real client stories we can use to continue telling our story.
• Client Satisfaction – CSAT scores are consistently strong, and feedback reflects that clients feel genuinely well taken care of
• Onboarding Ramp Time – new clients go live without unnecessary delays, feel confident using the product, and don’t need hand holding after the first few weeks.

Who We're Looking For

Must-haves:

• 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 have

• 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

Why Join Us

• A role with genuine ownership and room to shape what customer success looks like at this company – your work is visible and your contributions matter
• Collaborative, no-nonsense culture
• Opportunity to work with clients across multiple industries and markets in North America
• Flexibility and autonomy
• Collaborative team focused on execution and growth
• Company health and benefits plan