Note: The job is a remote job and is open to candidates in USA. Rezdy is a company focused on reshaping the tours, activities, and experiences industry, supporting over 20,000 businesses globally. They are seeking a Scaled Customer Success Manager to drive activation, retention, and expansion for a large portfolio of small business customers through scalable success motions and data-driven outreach.
Responsibilities
- Manage a large portfolio of small business 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
- Design, launch, and iterate scaled customer success programs 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
- 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
- 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
- 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
Skills
- 1–3+ years of experience in customer success, account management, marketing, sales, support, or a related customer-facing role
- Experience executing or supporting scaled customer outreach or lifecycle programs
- 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
- Experience using tools such as Checkfront, Rezdy, Google Apps, Zendesk, JIRA, HubSpot
- Familiarity with CMS integrations, HTML, CSS, and Public APIs
- Experience with email marketing, CRM automation, or customer lifecycle campaigns
- Experience in customer success, sales or business development role
Company Overview
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