Customer Success Manager
About Us
At Rezdy, we’re builders, doers, and difference-makers—driven by a shared mission to reshape the tours, activities, and experiences industry. Alongside our sister brands, Checkfront and Regiondo, we power more than 20,000 businesses and support over $10B in bookings globally. Our technology helps operators thrive while delivering unforgettable moments to travelers around the world. We work in an industry built on adventure, energy, and human connection—and that same spirit fuels how we show up every day. Spanning North America, Europe, and APAC, our teams are united by bold goals, a bias for action, and an unwavering commitment to delivering for our customers. But our success starts with people. Our teams are the engine behind everything we create. We value self-starters who take ownership, embrace challenges, and raise the bar—for themselves and those around them. We believe in creating space to grow, take risks, and make a real impact—and we celebrate those who lead with curiosity, grit, and drive. If you’re passionate about performance, hungry to learn, and ready to help shape the future of travel—this is your kind of place. Let’s build, grow, and win together.
About The Role
We’re looking for a Customer Success Manager to drive activation, retention, and expansion across a large portfolio of small business customers who do not receive dedicated 1:1 support. This role is responsible for delivering customer value at scale by blending customer engagement, lifecycle programs, data-driven outreach, and operational execution. You’ll design and run scalable customer success motions that help hundreds of customers adopt key features, improve performance, and grow with our platform—while partnering cross-functionally to continuously improve the customer journey.
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
Qualifications
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
Pay
The expected salary range for this position is US $65,000 - $80,000. Actual compensation will be determined based on experience, skills, and qualifications.