Customer Success Representative

Black Diamond Group; Scottsdale (AZ); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Benefits package with cost-sharing

401K Matching

Diversity and inclusion initiatives

Share Appreciation Rights program

Paid vacation and sick days

Hotel and travel discounts

Job summary

LodgeLink in Scottsdale, AZ is seeking a Customer Success Representative to own the customer journey from onboarding through ongoing engagement. You will serve as the trusted advisor for a portfolio of clients, educating, supporting, and advocating for them every step of the way.

You will drive adoption, lead training sessions, and collaborate with cross‑functional teams to improve platform value while keeping meticulous Salesforce records. Some travel is required.

Qualifications

• 3+ years in a customer-facing role (CS, AM, or SaaS) owning post-sale relationships.
• Customer-first mindset; build trust, advocate for clients, and own outcomes.
• Proven ability to drive product adoption from onboarding to ongoing use.
• Experience managing portfolios, prioritizing, spotting churn risks early.
• Strong communication; lead trainings and business reviews for varied audiences.
• CRM proficiency with clean, consistent record-keeping (Salesforce preferred).
• Experience in travel management or workforce logistics is a plus.

Responsibilities

• Manage a portfolio of accounts, serving as the primary point of contact throughout the customer lifecycle.
• Proactively monitor account health, identify engagement gaps or churn risks early.
• Lead product training sessions and business reviews to deepen platform knowledge.
• Drive platform adoption by guiding customers through new features and value realization.
• Identify expansion opportunities and collaborate with Business Development to grow accounts.
• Represent the voice of the customer and collaborate with product and CX teams to drive improvements.
• Maintain accurate account records and activity logs in Salesforce for visibility.

Skills

Customer-facing experience

Communication skills

CRM proficiency (Salesforce)

Training / presenting

Portfolio / account management

Travel industry knowledge

Tools

Salesforce

Job description

Career Opportunities: Customer Success Representative (4798)

Customer Success Representative
Scottsdale, AZ

Are you a natural communicator withstrong presentation skills, a knack for building relationships, and a confident phone presence? If so, we wantyouon our team!

As aCustomer Success Representative,you'llownthe customer experience from onboarding through ongoing engagement.You'llbe the trusted point of contact for a portfolio of clients;educating, supporting, and advocating for them every step of the way.

WhatYou’llDo:

• Manage a portfolio of accounts, serving as the primary point of contact and trusted advisor throughout the customer lifecycle
• Proactivelymonitoraccount health,identifyingengagement gaps or churn risks early andtaking actionbefore issues elevate
• Lead product training sessions and business reviews that help customers continuously deepen their platform knowledge and realize ongoing value
• Drive platform adoption by guiding customers through new features and ensuringthey'regetting the most out ofLodgeLink
• Identifyand nurture expansion opportunities within your portfolio, collaborating withBusiness DevelopmentManagers to grow accounts organically
• Serve as the voice of the customer internally,capturing feedback, flagging trends, and working cross-functionally with product andCustomer Experienceteams to influence improvements
• Maintainaccurateaccount records and activity logs in Salesforce to support visibility across the team

What You Bring:

• 3+ years of experience in a customer-facing role,ideally in customer success, account management, or a SaaS/platform environment where you owned post-sale relationships
• A genuine customer-first mindset;you build trust quickly, advocate for your clients, and take their outcomes personally
• Proven ability to drive product adoption, guiding customers from onboarding through to confident, long-term platform use
• Experience managing a portfolio of accounts,prioritizing effectively, spotting churn risks early, and resolving issues before they elevate
• Strong communicationskills with the ability to lead training sessions and business reviews, adapting your style to different audiences and seniority levels
• CRMproficiency(Salesforce preferred) with clean, consistent record-keeping habits
• Experience in travel management or workforcelogisticsis a plus,but a hunger to learn the industry is equally valued

Thisrole is based inScottsdale, AZ.Some travelisrequired.

About LodgeLink

LodgeLink, a Black Diamond Group company headquartered in Calgary, Alberta, Canada is more than just a digital marketplace and ecosystem for crew travel; we’re a caring tech company on a mission to transform workforce travel. Our digital platform is the key to unlocking seamless solutions for finding, booking, and managing crew travel and accommodation needs. Powered by a growing network of hotel and lodge partners, we address the unique challenges of crew travel, applying technology to streamline the entire process from booking to management, payments, and cost reporting. At LodgeLink, we're not just saving our customers time and money; we're changing the future of workforce (crew) travel – for the better.

United by our vision to be THE ecosystem for workforce travel, our values reflect our commitment to collaboration, agility, dependability, inventiveness, and audacity. As a diverse and inclusive team, we come together, sharing ideas, building disruptive technology, and tackling complex problems. Our relentless pursuit to deliver value and superior customer experiences is inspired by a collective passion to ‘Create A Better Way’ for all.

At LodgeLink, we're seeking exceptional team players with an entrepreneurial spirit to contribute to our rapid growth. If you crave a career, not just a job, we could be the perfect fit.

LodgeLink Total Rewards |Caring for our team is a priority, and we’re pleased to provide these benefits:

• Comprehensive options for benefits, with cost-sharing between the company and the employee.
• 401K Matching program.
• Building a diverse and inclusive team, supporting career growth and development.
• Share Appreciation Rights program for salaried employees.
• Paid vacation days and sick days.
• Hotel and travel discounts.

LodgeLink is a Black Diamond Group company. Learn more: www.lodgelink.com

Black Diamond Group is a publicly traded company with 20 years of experience in modular space and workforce solutions, and operations across Canada, the United States, and Australia. Learn more: www.blackdiamondgroup.com

We are an Equal Opportunity Employer
Black Diamond Group is committed to diversity, equal opportunity and ensuring that our employees can thrive in an inclusive environment. Accommodation for applicants with disabilities is available upon request during the recruitment process.
Company: LodgeLink