Job Description

About the Job

Are you customer-centric, passionate about technology, and an experienced relationship-builder?

We are looking for a Customer Success Manager to oversee a dedicated portfolio which includes a diverse range of tour and activity operators. You’ll be responsible for building meaningful relationships and helping them find long-term value with our solution and services. 

We are open to candidates in the following locations: Raleigh, NC, and Denver, CO

We look for people who…

• Do the right thing, lead by their personal integrity
• Are truly customer-focused and proactive with support
• Can execute strategic and meaningful customer interactions  
• Go above and beyond - adapt and be flexible in their thinking and processes
• Love team collaboration, knowledge sharing and aren’t afraid to learn

Our Customer Success Managers...

• Are responsible for building and maintaining strong relationships with top tier accounts in their assigned portfolio, while retaining and growing these accounts
• Drive customers’ growth by identifying opportunities for optimizing online sales conversions through various channels
• Seek a deep understanding of customer's business goals and outcomes to deliver top-notch product support, consultation, and guidance
• Engage customers through proactive outreach to share business-building ideas, product updates, and configuration best practices
• Monitor and forecast account performance to identify underperformance and/or opportunities for growth and expansion 
• Proactively monitor customer health on an ongoing basis to mitigate churn risks
• Be an expert on our platform in order to drive adoption, while being able to speak to the competitive landscape
• Lead business reviews and planning discussions with key stakeholders for top strategic accounts, ensuring we are aligning with their success metrics 
• Work closely with our Sales team and Onboarding Specialists for key strategic accounts to ensure adoption and engagement during onboarding period and beyond
• Collaborate with stakeholders cross-departmentally to share “voice of the customer” perspective and feedback, with the goal to improve the overall customer user experience 

To succeed in this role you’ll bring…

• 1-3+ years of experience in account management, sales, support, technical, project management or equivalent role
• Engaging oral and written communication skills with the ability to conduct strategic business discussions
• Organization with exceptional follow-through
• Interest or experience in working with the tourism, travel or SaaS industries

If you don’t meet all of our requirements exactly or have some gaps in your resume know that we would still love to hear from you! Use your cover letter to tell us about your unique experience - we understand that talent comes from many places and that skills are transferable.

Bonus points for…

• Experience using tools such as Checkfront, Rezdy, Google Apps, Zendesk, JIRA, HubSpot 
• Familiarity with CMS integrations, HTML, CSS, and Public APIs
• Experience in customer success, sales or business development role

Perks and Benefits

• A company that values work-life balance
• Half-day Fridays during the summer season 
• A comprehensive benefits program including 401(K) and health insurance
• Parental benefits 
• Professional development allowance 
• The chance to be part of a dynamic and innovative company that is making a difference in the tour and activity sector

Values

• Be a trusted guide; We are responsible for finding the right outcomes for our customers and our people. We are consistent and dependable partners to those that rely on us.
• Shape the future; We are relentlessly curious, continually finding ways to innovate and improve the status quo. We create our tomorrow, rather than waiting for it to come to us.
• Be proud of the journey; We practice deep integrity and respect in each decision, interaction, and relationship. We measure ourselves not only by outcomes, but by the path taken together. 

The salary range for this role will be between $60,000 and $90,000. Final compensation will be determined by a variety of factors, including, but not limited to your location, skills, experience, education, and/or professional certifications. During the phone screening, your recruiter will provide the location-specific salary range for this role.

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