Customer Success Representative

Black Diamond Group • Scottsdale, AZ

7d • Onsite

About The Position

Customer Success Representative Scottsdale, AZ Are you a natural communicator with strong presentation skills, a knack for building relationships, and a confident phone presence? If so, we want you on our team! As a Customer Success Representative , you'll own the customer experience from onboarding through ongoing engagement. You'll be the trusted point of contact for a portfolio of clients; educating, supporting, and advocating for them every step of the way.

Requirements

• 3+ years of experience in a customer-facing role, ideally in customer success, account management, or a SaaS/platform environment where you owned post-sale relationships
• A genuine customer-first mindset; you build trust quickly, advocate for your clients, and take their outcomes personally
• Proven ability to drive product adoption, guiding customers from onboarding through to confident, long-term platform use
• Experience managing a portfolio of accounts, prioritizing effectively, spotting churn risks early, and resolving issues before they escalate
• Strong communication skills with the ability to lead training sessions and business reviews, adapting your style to different audiences and seniority levels
• CRM proficiency (Salesforce preferred) with clean, consistent record-keeping habits

Nice To Haves

• Experience in travel management or workforce logistics is a plus, but a hunger to learn the industry is equally valued

Responsibilities

• Manage a portfolio of accounts, serving as the primary point of contact and trusted advisor throughout the customer lifecycle
• Proactively monitor account health, identifying engagement gaps or churn risks early and taking action before issues escalate
• Lead product training sessions and business reviews that help customers continuously deepen their platform knowledge and realize ongoing value
• Drive platform adoption by guiding customers through new features and ensuring they're getting the most out of LodgeLink
• Identify and nurture expansion opportunities within your portfolio, collaborating with Business Development Managers to grow accounts organically
• Serve as the voice of the customer internally, capturing feedback, flagging trends, and working cross-functionally with product and Customer Experience teams to influence improvements
• Maintain accurate account records and activity logs in Salesforce to support visibility across the team

Benefits

• Comprehensive options for benefits, with cost-sharing between the company and the employee.
• 401K Matching program.
• Building a diverse and inclusive team, supporting career growth and development.
• Competitive base salaries.
• Share Appreciation Rights program for salaried employees.
• Paid vacation days and sick days.
• An employee charitable donation program.
• Hotel and travel discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed