North America Customer Success Leader

Rezdy; Austin (TX); On-site; USD 180,000 - 240,000; Full time

Job summary

Rezdy in Austin, TX, is seeking a Head of Customer Success, North America, to lead the CSM function across Rezdy and Checkfront and scale a high‑performing, commercially minded team.

You’ll own retention and growth across the NA customer base, shape the operating rhythm, build cross‑brand consistency, and partner with Sales, Onboarding, Support, and Product to drive measurable value for customers.

Qualifications

• Significant experience leading Customer Success or similar post‑sale teams in B2B SaaS/tech.
• Proven ability to develop CSMs and leaders and build high‑performing teams.
• Strong commercial instincts with ownership of retention, renewals, and growth.
• Experience managing diverse customer portfolios and segmentation strategies.
• Hands‑on leader who can set strategy and dive into accounts when needed.
• Operational discipline to scale processes around health, forecasting, renewals.
• Data‑driven mindset to translate data into priorities and action.
• Strong executive communication and relationship building with senior customers.
• Experience leading through organizational change and cross‑brand alignment.
• Ability to partner across Sales, Onboarding, Support, Product, Marketing, Ops.

Responsibilities

• Lead NA Customer Success across Rezdy and Checkfront with strategy and operating rhythm.
• Own retention and growth outcomes, including gross and net retention and churn.
• Create a consistent CSM operating model across legacy brands with clear segmentation.
• Develop a high‑performing, coached CSM team with clear expectations and growth.
• Engage strategic accounts, manage escalations, and nurture growth opportunities.
• Establish cadence around health, renewals, churn risk, expansion, forecasting.
• Shift to proactive retention with measurable outcomes and ongoing engagement.
• Strengthen commercial capability to uncover and progress expansion opportunities.
• Collaborate with Sales and Onboarding for strong transitions and alignment.
• Surface customer challenges with Support and Product to improve experience.
• Use data to identify trends and prioritize actions to grow the customer base.
• Represent NA customer voice to leadership and across functions.
• Share learnings to shape global CS strategy for scalability.

Skills

Customer Success leadership

Team development

Retention & expansion

Cross-functional collaboration

Operational discipline

Data-driven decision making

Executive communication

Change management

Strategic planning

Travel tech experience

Job description

Rezdy in Austin, TX, is seeking a Head of Customer Success, North America, to lead the CSM function across Rezdy and Checkfront and scale a high‑performing, commercially minded team.

You’ll own retention and growth across the NA customer base, shape the operating rhythm, build cross‑brand consistency, and partner with Sales, Onboarding, Support, and Product to drive measurable value for customers.