Customer Success Manager

About the role

Are you customer-centric, tech-savvy, and energized by high-volume client engagement? Do you thrive in a fast-paced environment where you can provide quick, impactful solutions while identifying growth opportunities?

What You’ll Do…

• Own Customer Engagement & Retention

• Manage a large portfolio of SMB customers using programmatic, scalable success motions rather than 1:1 account management
• Deliver value through reactive support moments and proactive lifecycle touchpoints, ensuring customers achieve early and ongoing success
• Identify at-risk segments using usage and engagement data, and deploy targeted interventions to reduce churn

• Drive Growth & Value Realization

• Identify expansion and growth opportunities through customer interactions and behavioral signals
• Recommend product configurations, website optimizations, and best practices to help customers grow their online sales
• Support revenue growth by aligning customer outcomes with product value

• Design & Execute Scaled Programs

• Design, launch, and iterate scaled customer success motions that improve activation, adoption, retention, and expansion
• Build and manage lifecycle campaigns across email, in-app, and other digital channels to drive feature adoption and engagement
• Use segmentation and personalization to ensure outreach is relevant while remaining efficient at scale
• Leverages AI tools to streamline workflows, surface insights from data, and identify expansion opportunities

• Data-Driven Customer Success

• Leverage data and customer signals to prioritize outreach, diagnose adoption gaps, and identify growth opportunities
• Track success metrics such as activation, engagement, retention, and expansion across your customer portfolio
• Use insights from customer interactions to continuously refine programs and messaging

• Partner Cross-Functionally

• Collaborate closely with Support, Sales, Onboarding, Marketing, and Product teams to deliver a seamless end-to-end customer experience
• Share structured customer feedback and insights to influence product improvements and roadmap decisions
• Contribute to the evolution of scaled CS playbooks, processes, and tooling

What we are looking for

• 1–3+ years of experience in customer success, account management, marketing, sales, support, or a related customer-facing role

• Experience executing or supporting customer outreach or lifecycle programs

• Highly driven and comfortable calling clients in ad hoc environments

• Strong written and verbal communication skills, with the ability to engage customers through digital channels

• Highly organized, data-informed, and comfortable managing a high volume of customers efficiently

• Interest in or experience with SaaS, travel, tourism, or marketplace businesses

• Interest or experience in working with the tourism, travel or SaaS industries

• Bonus points for…

• Experience using tools such as Checkfront, Rezdy, Google Apps, Zendesk, JIRA, HubSpot

• Familiarity with CMS integrations, HTML, CSS, and Public APIs

• Experience in customer success, sales or business development role