Customer Success Manager

Customer Success Manager

RocketRez is an all-in-one cloud platform behind some of the fastest-growing tours & 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 be part of 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 to understand customers’ needs, act as an advisor, and deliver 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, with a strong preference for candidates located in or near Winnipeg, Manitoba.

Responsibilities:

• Manage a portfolio of customer accounts to foster long-term business relationships.
• Develop and execute a proactive customer contact strategy to drive renewals, product adoption, training, and revenue growth.
• Increase customer satisfaction by understanding business needs, advising on how to achieve them using RocketRez, and conducting Quarterly Business Reviews (QBRs) to discuss performance, identify optimization opportunities, and drive adoption.
• Act as the customer advocate, collaborating cross-functionally with Product, Engineering, Implementation, and Support to resolve issues and drive enhancements.
• Monitor customer health, track usage trends, identify at-risk renewals, implement proactive remediation plans.
• Serve as an escalation point for customer concerns, ensuring timely and effective resolutions.
• Stay current with RocketRez product updates and develop an advanced understanding of key product areas, acting as a subject matter expert.
• Provide additional customer support as needed, including assisting with onboarding smaller customers, responding to support desk inquiries, and helping where customers need it most to ensure an outstanding experience.
• Gather and communicate customer feedback to Customer Success leadership and Product Management.
• Follow established customer success processes, capturing activities in CS and Service Desk tools while recommending improvements as needed.

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.

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!