Customer Success Manager

Customer Success Manager

RocketRez is an all-in-one cloud platform behind some of the fastest-growing tours and attractions. Our platform connects data from every facet of our customers’ business to help them manage their revenue like never before. If you’re passionate about people, technology solutions, travel, and exciting attractions, this may be the career opportunity for you!

We are looking for a Customer Success Manager (CSM) to join our Customer Experience team. In this role, you will be responsible for the success, growth, and satisfaction of RocketRez’s customer accounts, while maintaining lasting relationships. You are the central point of contact for understanding customers’ needs, advising, and delivering success. This role is ideal for someone with a strategic mindset who enjoys aligning business goals with growth opportunities and driving engagement.

Location: This role is based 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., QBR’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, synthesizing themes and channeling insight to CX leadership and Product Management.
• Develop deep expertise across RocketRez 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 a SaaS or technology company.
• Strong ability to manage multiple projects simultaneously while maintaining attention to detail.
• Ability to build and nurture trusting relationships with key stakeholders at mid-to-large enterprise customers.
• Comfortable working in a fast-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, and self-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 what you’ll love about RocketRez:

At RocketRez, we believe People Come First, and that includes every team member. We’re building 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 members located in 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
• Honest Dialogue Always
• Assume Positive Intent
• People Come First
• Continuous Improvement Mindset
• Teamwork Drives Results

We are beyond excited that you are interested in joining our team and can’t wait to meet you!