At Planning Pod, we're more than software, we're a team that genuinely cares about helping venues and event professionals succeed. Every interaction matters, and our customers are at the heart of everything we do.

We're looking for someone who wants to be part of our journey, someone who enjoys supporting people, solving problems together, and pitching in wherever the team needs help.

What You'll Do

This role blends customer success, support, and hands-on project work. You'll spend much of your day connecting with customers by phone, video, and email, and you'll also help our team navigate some exciting changes ahead.

Your responsibilities will include:

Guide new customers through onboarding and training with patience and care.
Build genuine, lasting relationships by understanding customers' goals and helping them get there.
Answer customer questions with empathy, professionalism, and urgency.
Proactively check in with customers to make sure they're getting real value from the platform.
Notice opportunities to improve the customer experience and share that feedback with the team.
Troubleshoot questions and partner with internal teams to resolve issues together.
Become a product expert who customers trust to point them in the right direction.
Help reduce churn by creating positive, supportive customer experiences.
Keep accurate, organized customer records and follow-ups in our CRM.
Stay flexible and pitch in on adjacent projects

What We're Looking For

We're looking for someone who genuinely enjoys connecting with people and believes great customer service comes from trust and relationship-building, not just answering tickets. We also need someone comfortable with ambiguity, this role will shift and expand as our product and payment systems evolve, and we need a team player who's energized by that, not thrown off by it.

You may be a great fit if you:

Live in Colorado and can work from our Fort Collins office at least 3 days per week.
Love connecting with people and nurturing relationships over time.
Communicate with warmth and clarity, both on the phone and in writing.
Are naturally empathetic, patient, and steady under pressure.
Enjoy collaborative problem-solving and finding creative solutions with your team.
Can confidently lead customer meetings and training sessions.
Stay organized while juggling multiple customer conversations and projects at once.
Take ownership of your work and follow through on commitments without being asked twice.
Are curious, coachable, and always looking to grow.
Have experience in customer success, account management, customer support, hospitality, or a related field.
Experience with SaaS software or payments/data migration work is a plus, but not required, we'll train the right person.

What Success Looks Like

Success in this role means our customers feel heard, supported, and confident navigating change alongside us. You'll build strong relationships, provide steady support, and become a trusted partner customers can count on throughout their journey.

Our Core Values

Venue-First, Venue-Focused: Our customers are the reason we exist. Every decision starts with helping venues succeed.
Owner's Mindset: We take initiative, own our work, and act in the best interest of our customers and our team.
One Unified Mission: We work together, communicate openly, and support one another to create the best possible experience for our customers.
Kaizen — Continuous Improvement: We're always learning, growing, and looking for better ways to serve our customers and improve ourselves.
Set the Bar, Then Raise It: Good enough isn't our finish line. We strive to exceed expectations, innovate, and continually elevate the customer experience.

Why You'll Love Working Here

At Planning Pod, you'll join a team that values collaboration, curiosity, and genuine care, for our customers and for each other. We celebrate wins together, support one another through challenges, and believe that a supported team creates a supported customer base.

If you're energized by helping people, love meaningful conversations, and want to grow alongside us through an exciting stretch of change, we'd love to hear from you.

Planning Pod

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