Customer Success Team Lead, NA - Hands-On Leader

Rezdy; Denver (CO); On-site; USD 90,000 - 120,000; Full time

Job summary

Rezdy is seeking a Customer Success Team Lead, North America to guide a pod of CSMs across Rezdy and Checkfront client base. You’ll manage your own book of accounts while coaching the team to retention and expansion targets.

You’ll onboard new CSMs, run regular 1:1s and reviews, and partner with Sales, Onboarding and Support to resolve escalations, all while driving customer health and growth in a fast-paced travel-tech environment.

Qualifications

• 2+ years leading a small CSM/Account Management team.
• Hands-on, working-lead role with personal book ownership.
• Strong experience with renewals, expansion, and churn.
• Familiar with segmentation and account-health frameworks.
• Excellent communication with senior leadership.
• Travel technology or tours industry experience a plus.

Responsibilities

• Lead a pod of Customer Success Managers (roughly 4-8), setting daily/weekly priorities.
• Carry your own book of strategic or complex accounts.
• Coach CSMs through renewals, escalations, and difficult customer conversations.
• Run regular 1:1s and performance check-ins.
• Apply the existing customer health, segmentation, and engagement framework consistently across your pod.
• Track your pod’s retention, churn, and expansion metrics and report trends, risks, and wins up to the Head of CSM.
• Partner with Sales, Onboarding, and Support at the account level to resolve handoff issues and smooth escalations for your team’s customers.
• Help onboard and ramp new CSMs joining your pod.

Skills

Lead CSM/Account team

B2B SaaS

Renewals & churn

Data-driven

Executive communication

Job description

Rezdy is seeking a Customer Success Team Lead, North America to guide a pod of CSMs across Rezdy and Checkfront client base. You’ll manage your own book of accounts while coaching the team to retention and expansion targets.

You’ll onboard new CSMs, run regular 1:1s and reviews, and partner with Sales, Onboarding and Support to resolve escalations, all while driving customer health and growth in a fast-paced travel-tech environment.