Scaled Customer Success Manager

Rezdy•Denver, CO

3d•$65,000 - $80,000

About The Position

Are you customer-centric, tech-savvy, and energized by high-volume client engagement? Do you thrive in a fast-paced environment where you can provide quick, impactful solutions while identifying growth opportunities? We’re looking for a Scaled Customer Success Manager to drive activation, retention, and expansion across a large portfolio of small business customers who do not receive dedicated 1:1 support. This role is responsible for delivering customer value at scale by blending customer engagement, lifecycle programs, data-driven outreach, and operational execution. You’ll design and run scalable customer success motions that help thousands of customers adopt key features, improve performance, and grow with our platform—while partnering cross-functionally to continuously improve the customer journey. This is a high-impact role for someone who thrives in fast-paced environments, enjoys working with systems and data, and is excited by the challenge of helping many customers succeed simultaneously.

Requirements

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

Nice To Haves

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

Responsibilities

Own Scaled Customer Engagement & Retention
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 & Execute Scaled Programs
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
Data-Driven Customer Success
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
Drive Growth & Value Realization
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
Partner Cross-Functionally
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