[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 The world’s leading online booking and distribution platform powering the experiences industry. It was founded in 2011, and is headquartered in Sydney, New South Wales, AUS, with a workforce of 51-200 employees. Its website is