Customer Success Specialist

**Join the revolution in hospitality tech**

**Liven** is a leading global data, technology, and customer experience provider for the hospitality industry. From humble beginnings, we have grown to serve over 6,000 venues and millions of diners across Australia, the USA, and Southeast Asia, processing over 120 million transactions worth more than $3 billion (AUD) annually.

At **Liven**, our platform is built to help hospitality businesses **save more and work smarter** by seamlessly integrating every aspect of their operations — from **ordering and payments** to **back-of-house management**.

Driven by a deep passion for the hospitality industry, we continuously innovate to elevate the experience for both venues and their guests. Our solutions are powered by **AI-enriched insights** and **automated workflows**, enabling smarter decision-making and smoother operations at scale.

We’re proud to be an **AI-first organisation**. By automating repetitive tasks, we free up space for our teams — and our customers — to focus on what truly matters: solving complex problems, delighting guests, and driving meaningful growth.

**Key Milestones**:

- ** Expansion**: Acquired OrderUp, Abacus, Zeemart, Copper and Nomnie forming Asia Pacific’s largest end-to-end group in hospitality technology.
- ** Global Reach**: Headquartered across major cities including Melbourne, Brisbane, Sydney, Singapore, Bali, Jakarta, New York, and India.

If you're someone who thrives on creativity, bold thinking, and using technology to make things better, faster, and smarter — you’ll feel right at home here.

**Here’s a quick glimpse of Liven**:

- You can visit Career
- You can visit LinkedIn
- You can Visit Blog
- Acquisition News

**About the role**

At Liven, we’re redefining how hospitality brands connect with their customers across payments, rewards, and engagement. As we expand our **enterprise footprint in Singapore and Malaysia**, we’re looking for a **Customer Success Specialist** to own and grow client relationships across borders.

You’ll be responsible for onboarding, training, and supporting some of the region’s most exciting enterprise accounts — including **Shake Shack, Marrybrown, Saizeriya, Kenny Hills, and more**. These partnerships are strategically critical, with expected revenue impact in the **millions of dollars over the coming years**.

This is a high-visibility role that sits at the heart of our customer lifecycle, ensuring successful adoption, long-term satisfaction, and measurable ROI for our enterprise partners.

**What you'll do**
- Serve as the primary point of contact for assigned enterprise clients, building strong, trusted relationships by understanding each client’s business model, goals, and challenges.
- Conduct regular account and business reviews to ensure client satisfaction, retention, and growth.
- Lead end-to-end onboarding for new enterprise accounts, including setup and configuration of Liven Insight, Liven Engage, Zeemart, Abacus POS, and Online Ordering solutions.
- Deliver engaging training sessions (on-site and virtual) tailored to diverse client teams.
- Create and maintain training resources, FAQs, and user guides to drive confident adoption.
- Provide timely, empathetic, and effective support for client queries and issues.
- Escalate technical challenges to product or engineering teams while maintaining high satisfaction scores.
- Proactively monitor account usage to identify risks before they escalate.
- Generate and deliver performance reports to highlight key trends, opportunities, and actions.
- Present actionable recommendations that improve engagement, operational efficiency, and revenue growth.
- Collaborate with Product, Sales, Marketing, and Technical Support to deliver holistic client success.
- Provide structured client feedback to influence product roadmaps and feature development.

**Qualifications**
- 2-3 years of experience in **Customer Success, Account Management, or Client Services**, ideally within F&B, SaaS, or hospitality tech.
- Strong knowledge of **POS systems, procurement platforms, and online ordering solutions.**:

- Excellent communication and interpersonal skills, with the ability to explain complex tools in simple terms.
- Strong analytical skills, able to interpret and present **data-driven insights** clearly.
- Highly organized, with the ability to manage multiple enterprise accounts and priorities simultaneously.

**Good to Have**
- Familiarity with **F&B technology platforms** (POS, inventory, SOK, etc.).
- Confidence in conducting training sessions across both technical and operational topics.
- Hands-on experience in the F&B industry or supporting hospitality clients.