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Rezdy · 1 week ago

Scaled Customer Success Manager

Denver, CO

Full-time

Onsite

Entry Level

$65K/yr - $80K/yr

1+ years exp

Rezdy is a company dedicated to reshaping the tours, activities, and experiences industry. They are seeking a Scaled Customer Success Manager to drive activation, retention, and expansion across a large portfolio of small business customers, focusing on delivering customer value at scale through effective engagement and lifecycle programs.

E-CommerceInternetSoftwareTourismTravel

Culture & Values

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

Qualification

Customer SuccessData-Driven OutreachLifecycle ProgramsSaaS ExperienceEmail MarketingCommunication SkillsOrganizational SkillsCollaboration

Required

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

Preferred

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

Benefits

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.