[Remote] Scaled Customer Success Manager

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