Senior Customer Success Manager

Rezdy; Sydney; On-site; AUD 110,000 - 160,000; Full time

Job summary

Rezdy in Sydney is seeking a Senior Customer Success Manager to oversee a portfolio of tour and activity operators. You’ll build meaningful relationships and drive long‑term value with our platform and services.

You are customer‑centric, have a track record of delivering for clients, and can guide adoption, growth, and renewal. This is a full‑time, 12‑month fixed‑term contract (maternity leave coverage) based in Sydney with valid work authorization for 18 months.

Qualifications

• 3–5+ years in account management, sales, support, or related roles.
• Proven track record of delivering great outcomes for clients.
• Engaging oral and written communication skills and strategic discussions.

Responsibilities

• Build and maintain strong relationships with top tier accounts in your portfolio.
• Drive growth by identifying opportunities to optimise online sales and conversions.
• Understand customers' goals to deliver top‑notch product support and guidance.
• Engage customers with proactive outreach on business-building ideas and product updates.
• Monitor and forecast account performance to identify growth opportunities and risks.
• Mitigate churn by proactive health monitoring and intervention.
• Collaborate with Sales and Onboarding teams on key accounts for adoption and engagement.

Skills

Account management

Relationship-building

Communication

Sales support

SaaS experience

Tools

HubSpot

Zendesk

Jira

Google Workspace

Job description

Senior Customer Success Manager

About Us

At Rezdy, we’re builders, doers, and difference-makers, driven by a shared mission to reshape the tours, activities, and experiences industry. Alongside our sister brands, Checkfront and Regiondo, we power more than 20,000 businesses and support over $10B in bookings globally. Our technology helps operators thrive while delivering unforgettable moments to travelers around the world.

We work in an industry built on adventure, energy, and human connection, and that same spirit fuels how we show up every day. Spanning North America, Europe, and Asia-Pacific, our teams are united by bold goals, a bias for action, and an unwavering commitment to delivering for our customers.

Our success starts with people. Our teams are the engine behind everything we create. We value self-starters who take ownership, embrace challenges, and raise the bar, for themselves and those around them. We believe in creating space to grow, take risks, and make a real impact, and we celebrate those who lead with curiosity, grit, and drive.

If you’re passionate about performance, hungry to learn, and ready to help shape the future of travel—this is your kind of place. Let’s build, grow, and win together.

About the Role

Are you customer-centric, an experienced relationship-builder and passionate about the travel industry?

We are looking for an experienced 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.

This isn’t your first time doing this role. You know what it means to deliver for a client and have a history of getting your objectives accomplished.

We are open to candidates in the following locations: Sydney

Employment Type: Full‑time, 12‑month fixed‑term contract (maternity leave coverage). Candidates must have valid work authorisation for at least the next 18 months.

What you will do

• Build and maintain strong relationships with top tier accounts in your assigned portfolio.
• Drive customers’ growth by identifying opportunities to optimise online sales conversions through various channels.
• Build a deep understanding of customers’ 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 as well as opportunities for growth and expansion.
• Proactively monitor customer health on an ongoing basis to mitigate churn.
• Exemplify what it means to be a Customer Success Manager and help raise the bar for the whole team.
• Mentor and develop newer team members, and improve playbooks and processes.
• Be an expert on our platform to drive adoption, and be able to speak to the competitive landscape.
• Work closely with our Sales team and Onboarding Specialists on key strategic accounts to ensure adoption and engagement.
• Collaborate with stakeholders across departments to share the voice of the customer, with the goal of improving the overall customer experience.

What we are looking for

• 3‑5+ years of experience in account management, sales, support, technical, project management or an equivalent role.
• A track record of exceeding expectations and achieving great outcomes for your clients.
• Engaging oral and written communication skills, with the ability to conduct strategic business discussions.
• Strong organisation skills and exceptional follow‑through.
• Interest or experience in the tourism, travel or SaaS industries.
• A customer‑obsessed mindset, aligned with an overall business focus.
• The ability to execute strategic and meaningful customer interactions.
• A willingness to go above and beyond, adapt and be flexible.
• A love of team collaboration and knowledge sharing, and a willingness to keep learning.

Bonus points for

• Experience with Rezdy, Checkfront, HubSpot, Zendesk, JIRA or Google Workspace.
• Knowledge of travel tech, including OTAs, resellers and reservation technology providers.

Here’s what you can expect:

• High trust, real impact: You’ll have the autonomy and expectation to lead with ownership, tackle problems end‑to‑end, and make decisions that move the business forward in meaningful ways.
• Curiosity with discipline: We value asking sharp questions, challenging assumptions, and exploring smarter ways to work. We don’t just get things done, but to get them done right for our customers.
• One team, all in: Collaboration beats ego, wins are shared, and we rally together when the work gets tough.
• Space to grow: You’ll be supported and stretched, taking on challenges that build capability, sharpen judgment, and accelerate your growth as a leader and problem‑solver.
• Progress with purpose: We move fast, stay focused on what truly matters, and prioritise long‑term impact over quick fixes.

You’ll be joining a global team committed to building something that truly matters—and enjoying the ride along the way.

We’d be excited to have you with us. Together, let’s shape the future of the tourism industry.