Customer Success Manager

Customer Experience Full Time Remote Hybrid

Rocket Rezis an all-in-one cloud platform behind some of the fastest-growing toursand attractions. Our platform connects data from everyfacetof our customers’business to help them manage their revenue like never before. Ifyou’repassionate about people, technology solutions, travel, and exciting attractions, this may bethecareer opportunity for you!

We are looking for aCustomer Success Manager (CSM)to join our Customer Experience team. In this role, you willbe responsible forthesuccess, growth, and satisfaction of Rocket Rez’s customer accounts,whilemaintaininglasting relationships. You are the central pointof contact for understanding customers’ needs, advising, and delivering success. This role is ideal for someone with astrategic mindset who enjoys aligning business goals with growth opportunities and driving engagement.

Location:This role isbased in Canada (Remote)

Responsibilities

• Serve as the primary relationship owner for a portfolio of key customers, fostering long-term partnerships, while coordinating cross-functional teams to drive successful launches and ongoing satisfaction.
• Develop and execute a proactive customer contact strategy that drives renewals, product adoption, training, and revenue growth (i.e.,Q ’s)
• Own hands-on configuration, setup, and operational tasks for customers, bridging gaps where self-serve capabilities are still evolving and ensuring customers get value quickly.
• Monitor customer health and usage trends across the portfolio,identify at-risk renewals early, and lead remediation plans in partnership with internal teams.
• Act as the customer advocate and escalation point, ensuring timely, effective resolutions while collaborating cross-functionally to drive product enhancements.
• Establish a Voice of Customer feedback loop, synthesizingthemesand channeling insightto
  
  CX leadership and Product Management.
• Develop deepexpertiseacross Rocket Rez products and stay current with updates, serving as a subject-matter expert in key product areas.
• Bring curiosity and a growing technical fluency to the role, including interest in learning how AI tools can be applied to deepen customer insight, streamline workflows, and scale our impact.
• Follow established customer success processes, capturing activities in CS and Service Desk tools while recommending improvements as the function matures.

Key Qualifications:

• Experience in Customer Success, Account Management, or a similar client-facing role within aSaaS or technology company.
• Strong ability tomanage multiple projects simultaneouslywhilemaintainingattention to detail.
• Ability tobuild and nurture trusting relationships with key stakeholders at mid-to-large enterprise customers.
• Comfortable working in afast-paced, rapidly evolving environment, with strong prioritization and problem-solving skills.
• Excellent written and verbal communication skills, with the ability to clearly articulate customer challenges and solutions.
• Proficiency in Microsoft Office Suite, particularly PowerPoint and Excel.
• High-energy, proactive, andself-motivated with a passion for continuous learning and improvement.
• Bonus:
  You have experience in the Tours and Attractions industry, either through another Saas platforms or as an operator.

This is whatyou’lllove about Rocket Rez:

At Rocket Rez, we believe

People Come First, and that includes every team member.

We’rebuilding an environment where each person is empowered to do their best work. How?

By fostering connection, development, and a little fun—plus competitive salaries and benefits, of course!

• We have team memberslocatedin
  
  Canada, the U.S., and Ecuador.
• Diversity adds value to everything we do; we hire from and for a wide range of backgrounds to bring unique perspectives to our team.
• We offer generous paid time off because we know a healthy work-life balance is key.
• Retirement benefits, health insurance, and supportive parental leave.

Our Core Values:

• Win with Integrity
• Assume Positive Intent
• People Come First
• Teamwork Drives Results

We are beyond excited that you are interested in joining our team andcan’twait to meet you!