Job Description

Job Type
Full-time
Description

VENZA is a leading provider of cybersecurity training, data protection solutions, and SaaS tools purpose-built for the hospitality industry. We help more than 10,000 hotels protect their guests, employees, and business operations by reducing data security risks through training, technology, and expert guidance.

We are looking for a Customer Success Coach to join our growing team. In this role, you will support customers throughout their lifecycle with VENZA, ensuring they adopt our platform effectively, understand their security posture, and receive timely, informed guidance whenever they need it.

This position is well-suited for someone who enjoys problem-solving, communicating with customers, and working across teams in a dynamic SaaS environment

What You'll Do

• Act as the main point of contact for an assigned portfolio of customers.
• Deliver onboarding, training, and ongoing lifecycle guidance based on support tier.
• Handle tickets, live chat, and scheduled calls, resolving product and training questions.
• Review training, phishing, and risk dashboard data; highlight trends and recommend improvements.
• Monitor customer health, prepare Executive Summaries, and lead Quarterly Business Reviews
• Work with Security Analysts, Penetration Testing, Engineering, and Sales to address risks and opportunities.
• Keep records and interactions up to date in Salesforce and follow internal processes.

Requirements

What You'll Bring

• Experience in Customer Success, hospitality operations, or a client-facing SaaS role.
• Excellent communication skills, both written and verbal.
• Confidence leading customer calls, product and platform demos, and client-facing meetings.
• Strong organisational skills with the ability to manage multiple clients and priorities.
• Competent with SaaS tools, CRM systems (Salesforce preferred), and Microsoft Office.
• Ability to analyse data and translate insights into practical recommendations.

Preferred

• Experience in hospitality, cybersecurity awareness, or compliance programmes.
• Multilingual abilities.
• Familiarity with training programmes or eLearning environments.

What Success Looks Like

• Smooth handling of client onboarding and strong customer adoption.
• High-quality Executive Summaries and QBR delivery.
• Clear, prescriptive guidance that helps customers improve security and compliance.
• Strong documentation, communication, and collaborative practices.
• Positive customer satisfaction and engagement.

What We Offer

• Competitive Salary: $40,000 / $45,000 with annual performance goals.
• Career Growth and Professional Development: Tailored training programs, opportunities for certifications, and cross-departmental learning to enhance your career trajectory.
• Flexible Paid Time Off: A generous trust-based vacation policy, ensuring a flexible balance of work and personal life.
• Comprehensive Insurance Plans: Venza offers extensive health and pension insurance coverage for employees worldwide, ensuring that your well-being is prioritized.
• Global Impact: Join a fully-remote, international team dedicated to setting the standard in cybersecurity education for the hospitality industry.
• Engaging Team Culture: Online and in-person events, including company retreats and strategy sessions, to build strong personal and professional relationships.
• Supportive Work Environment: A structured onboarding process, regular team check-ins, and a collaborative atmosphere that fosters initiative and growth.

VENZA provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, VENZA complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

VENZA expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of VENZA’s employees to perform their job duties may result in discipline up to and including discharge.