Customer Success Specialist (Contract Based)

At Liven, we’re transforming the way businesses in hospitality and beyond connect with their customers. As a Customer Success Specialist at Liven, you’ll be the go-to advisor for our hospitality clients. Your mission is to drive client success by helping venues unlock the full value of the Liven platform—from campaign activation and loyalty strategy to usage insights and performance reviews.
You’ll work closely with hospitality partners across malls, restaurants, and other venue types to create lasting impact through smart engagement strategies, proactive support, and data-driven recommendations.

What You’ll Do

• Build strong, proactive relationships with clients to maximise usage of key platform features (campaigns, loyalty, offers, etc.)
• Identify at-risk clients early, uncover challenges, and deliver targeted solutions to retain and grow partnerships
• Provide regular performance reviews with tailored insights to drive better business outcomes
• Collaborate with internal teams (Product, Support, Marketing) to resolve issues and represent client feedback
• Guide clients through best practices to ensure they’re confident and effective in using the Liven platform
• Monitor client account health and usage data to identify upsell opportunities and growth areas
• Support onboarding teams by ensuring a smooth post-launch experience and continued engagement
• Capture insights and feedback to help shape Liven’s evolving customer engagement strategy

Qualifications

• 1–3 years of experience in a client-facing role such as Customer Success, Account Management, Hospitality Tech, or B2B SaaS
• Experience working with hospitality clients (restaurants, cafés, malls, QSRs, or similar)
• Proven ability to manage client relationships, resolve concerns, and drive digital tool adoption
• Familiarity with CRM platforms, customer analytics, or marketing automation tools
• Excellent written and spoken English communication skills
• Strong analytical skills—comfortable working with data to inform strategy
• Self-starter with high initiative and the ability to manage multiple client accounts
• Collaborative team player with the flexibility to adapt quickly
• Passion for hospitality and enthusiasm for solving business problems with technology

Good to Have

• Experience with loyalty programs, digital marketing campaigns, or client engagement platforms
• Background in hospitality operations or implementing tech tools in venue settings
• Exposure to SaaS onboarding, training, or customer lifecycle management
• Experience working in fast-growing startups or scaling customer success operations
• Understanding of Liven’s ecosystem or similar platforms (ordering, POS, CRM, loyalty)
• Tech-savvy, with familiarity operating CRM dashboards and interpreting customer data
• Proactive mindset for identifying value opportunities and acting on client feedback