North America Head of Customer Success

Rezdy; Denver (CO); On-site; USD 120,000 - 165,000; Full time

Job summary

Rezdy is seeking a Head of Customer Success, North America, to lead our Customer Success organization across Rezdy and Checkfront and build a high‑performing, commercially minded CSM function for the region.

You will own retention, growth, and customer health while creating scalable processes, partnering with Sales, Onboarding, Support, and Product to deliver measurable value to North American customers. This role combines strategic leadership with hands‑on execution.

Qualifications

• Significant experience leading Customer Success or post‑sale teams.
• Experience with B2B SaaS or technology sector.
• Strong commercial instincts with ownership of retention, renewals, expansion, churn, and net revenue retention.

Responsibilities

• Lead the North American Customer Success organization across Rezdy and Checkfront, setting the strategy, expectations, and operating rhythm for the region.
• Own retention and growth outcomes across the North American customer base, with clear accountability for gross retention, net revenue retention, churn, expansion, and overall customer health.
• Build a consistent CSM operating model across both legacy brands, bringing greater clarity to segmentation, coverage, engagement expectations, customer health, and account planning.
• Develop a high‑performing, accountable CSM team through strong coaching, clear expectations, regular performance conversations, and thoughtful talent development.
• Stay close to our customers. Build relationships with strategic accounts, join critical customer conversations, support escalations, and help the team navigate complex retention and growth opportunities.
• Establish a strong operating cadence around customer health, renewals, churn risk, expansion pipeline, forecasting, and account strategy, ensuring we identify opportunities and risks early.
• Build a proactive approach to retention, moving the organization beyond reactive account management toward clear success plans, measurable customer outcomes, and meaningful ongoing engagement.

Skills

CSM leadership

B2B SaaS

Account management

Data-driven

Cross-functional collaboration

Job description

Rezdy is seeking a Head of Customer Success, North America, to lead our Customer Success organization across Rezdy and Checkfront and build a high‑performing, commercially minded CSM function for the region.

You will own retention, growth, and customer health while creating scalable processes, partnering with Sales, Onboarding, Support, and Product to deliver measurable value to North American customers. This role combines strategic leadership with hands‑on execution.