TSC - Customer Success Specialist

About SnowCloud

SnowCloud is the only all-in-one resort management platform built specifically for ski areas, outdoor attractions, and resort operators. We power ticketing, e-commerce, rentals, lessons, access control, CRM, retail, and food and beverage — all from a single modern system. We serve resorts across the United States and Canada, with a growing enterprise portfolio that includes some of the most respected names in the industry.

Our advantage is unique: we do not just build resort software — we run resorts ourselves. That operator perspective is baked into everything we build.

We use Lean Six Sigma methodology and a process-driven approach to help our partners maximize profitability while improving the guest experience. We are renowned in resort operations for this approach, and it is reflected in how we build our team and our technology.

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.

What you own

Resort Onboarding & Implementation

• Support 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 give 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

What Success Looks Like:

In your first 90 days:

• Along with the VP/Director you have met every resort in our active portfolio and know their business, their team, and their goals
• You understand our current health scores, onboarding pipeline, and renewal calendar
• You work with your manager on the top three things we need to fix immediately in the customer journey

In your first year:

• NRR is above 110% — existing resorts are staying and growing
• Time to onboard is defined, measured, and consistently hit
• Every account has a health score, an account plan, and a QBR cadence
• You are part of a CS team that resorts trust and love working with
• Zero surprise churns — every at-risk account is identified early and worked proactively with your manager

What We Are Looking For:

• 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
• A love for winter sports and the mountain lifestyle is a meaningful plus — our team and our customers live and breathe it
• 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