Customer Success Manager

Job Description

Job Description

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

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?

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.

This is a high-impact role for someone who thrives in fast-paced environments, enjoys working with systems and data, and is excited by the challenge of helping many customers succeed simultaneously.

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

When you join our team, you’re stepping into a culture built on momentum, ownership, and connection.

We move fast, think big, and focus hard—without losing sight of the people behind the work. Across all our brands, we’re united by a belief that impact comes from empowered teams, clear priorities, and a shared commitment to our customers and each other.

Here’s what you can expect:

• High trust, high impact: We give our people the autonomy to lead, innovate, and make decisions that matter.
• Curiosity is encouraged: We value learning, asking questions, and pushing boundaries—not just getting things done, but doing them better.
• Collaboration over ego: We work as one team across geographies and brands. Success is shared, and support is a given.
  Space to grow: Whether you're stepping into leadership, learning a new skill, or tackling your next big challenge—you’ll be backed to take risks and grow from them.
• Progress over perfection: We embrace change, move quickly, and are constantly iterating to improve how we work and what we deliver.

You’ll be joining a global team that’s passionate about building something that matters—and having a good time while doing it.

We’d love for you to join us on this exciting journey. Together, let’s shape the future of the leisure and tourism industry!

The expected salary range for this position is US $65,000 - $80,000. Actual compensation will be determined based on experience, skills, and qualifications.

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