Client Success Partner – Events and Technology (A2A8488)

Referment is working with a growing hospitality technology business to hire a Client Success Partner to take ownership of the ongoing success of major customers across the UK.

The company provides technology used within large-scale hospitality, venue and event environments. This is a highly operational Customer Success role where you'll ensure customers are successfully onboarded, prepared for go-live and achieving the expected results from the technology.

You'll work closely with Operations, Product, Engineering, and commercial teams while building strong relationships with operational stakeholders at customer venues.

The Role

You'll Be Responsible For

• Owning the post-sale customer journey across a portfolio of accounts.
• Creating success plans based around each customer's objectives and expected outcomes.
• Coordinating onboarding and implementation activity.
• Ensuring customers and internal teams are fully prepared ahead of go-live.
• Coordinating customer training, documentation, and operational readiness.
• Supporting major customer activations and technology deployments.
• Acting as a trusted point of contact before, during, and after go-live.
• Reviewing performance following activations and identifying areas for improvement.
• Monitoring adoption, utilisation, availability, and operational performance.
• Producing customer-facing performance reports.
• Identifying gaps between expected and actual performance.
• Coordinating improvement plans across Operations, Product, and Engineering.
• Managing customer issues and ensuring actions are taken through to resolution.
• Maintaining a structured view of customer health and identifying potential risks early.
• Identifying potential expansion opportunities and passing these to the commercial team.
• Using customer feedback and operational data to improve processes across the business.