Customer Success Manager

Customer Success Manager

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 platformwhile 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

• 13+ 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

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