Customer Success Operations Specialist

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 Asia-Pacific, our teams are united by bold goals, a bias for action, and an unwavering commitment to delivering for our customers.

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 process-driven, detail-obsessed, and energized by making teams run better? Do you love turning messy data into clear answers and building the systems that let others do their best work? We are looking for a Customer Success Operations Specialist to be the operational backbone of our Customer Success team. 

In the same way Sales Operations powers a sales org, you'll power our CSMs—owning the tools, data, reporting, and day-to-day processes that help them retain, grow, and delight a diverse range of tour and activity operators. This is a hands-on role: you'll manage recurring operational tasks while also building the workflows and reporting that scale the team

What you will do
In this role you’ll:

• Maintain the integrity of customer data across our CRM and Customer Success platform—keeping account records, contacts, portfolio assignments, and lifecycle stages accurate and up to date.
• Build and maintain customer health scores, dashboards, and recurring reports that give CSMs and leadership a clear view of account performance, renewals, and risk
• Own portfolio and book-of-business administration—segmenting accounts, balancing CSM workloads, and processing account assignments and re-assignments
• Track renewal timelines, churn signals, and expansion opportunities, surfacing at-risk and high-potential accounts to the team through proactive alerts
• Prepare data, decks, and account summaries to support CSMs ahead of business reviews and planning discussions with key stakeholders
• Administer and optimize the Customer Success tech stack—configuring workflows, building automations, and reducing manual effort wherever possible
• Triage, route, and resolve day-to-day operational requests from the CS team, ensuring nothing falls through the cracks
• Support smooth handoffs between Sales, Onboarding Specialists, and CSMs so accounts transition cleanly through onboarding and into ongoing management
• Document processes, playbooks, and standard operating procedures to create consistency across the team
• Partner cross-departmentally to share data and "voice of the customer" insights, helping improve the overall customer experience

• What we are looking for
  1-3+ years of experience in operations, analyst, account management, support, project coordination, or an equivalent role
• Strong organizational skills with exceptional attention to detail and follow-through
• Comfort working with data—pulling reports, spotting trends, and translating numbers into clear takeaways
• Hands-on experience with a CRM and/or spreadsheets (Google Sheets, Excel) to manage and analyze information
• Clear oral and written communication skills, with the ability to explain processes and findings to a range of audiences
• A process-minded approach—you naturally look for ways to streamline, document, and improve how work gets done
• Do the right thing, lead by your personal integrity
• Truly customer-focused, thinking about how your work improves the customer experience
• Go above and beyond—adapt and be flexible in your thinking and processes
• Love team collaboration, knowledge sharing, and aren't afraid to learn

Bonus points if:

• Experience using tools such as Checkfront, Rezdy, Google Apps, Zendesk, JIRA, or HubSpot
• Familiarity with Customer Success platforms (e.g., Gainsight, Vitally, ChurnZero, Catalyst)
• Experience building dashboards or reports in BI tools (e.g., Looker, Tableau, Power BI)
• Advanced spreadsheet skills, light SQL, or experience with automation/no-code tools
• Interest or experience in working with the tourism, travel, or SaaS industries
• Experience in a customer success, operations, or revenue operations role

When you join our team, you’re stepping into a culture built on momentum, ownership, and clarity of purpose. We move decisively, think boldly, and stay deeply connected to our customers and the people behind the work. Across all our brands, we believe meaningful impact comes from empowered teams, aligned priorities, and unwavering commitment.

Here’s what you can expect:

• High trust, real impact: You’ll have the autonomy and expectation to lead with ownership, tackle problems end-to-end, and make decisions that move the business forward in meaningful ways.
• Curiosity with discipline: We value asking sharp questions, challenging assumptions, and exploring smarter ways to work. We don’t just get things done, but to get them done right for our customers.
• One team, all in: Collaboration beats ego, wins are shared, and we rally together when the work gets tough.
• Space to grow: You’ll be supported and stretched, taking on challenges that build capability, sharpen judgment, and accelerate your growth as a leader and problem-solver.
• Progress with purpose: We move fast, stay focused on what truly matters, and prioritise long-term impact over quick fixes.

You’ll be joining a global team committed to building something that truly matters—and enjoying the ride along the way.

We’d be excited to have you with us. Together, let’s shape the future of the tourism industry.

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