About This Role

RocketRez is an all-in-one cloud platform behind some of the fastest-growing tours and attractions. Our platform connects data from every facet of our customers’ businesses to help them manage their revenue like never before. If you’re passionate about people, technology solutions, travel, and ideally exciting attractions, this just may be the career opportunity for you!

We are hiring a Technical Customer Success Manager to be a key customer-facing resource supporting the launch and early success of our next-generation platform, working closely with an inaugural customer at a critical moment in their onboarding journey. At the same time, you will carry a portfolio of accounts on our current platform, ensuring continuity, relationship health, and ongoing growth across both product lines.

The technical component of this role is real but approachable; you don't need an engineering background, but you do need a brain that's comfortable poking around in tools, following technical processes, and figuring things out. If you've ever called an API, run a command in a terminal, or used a tool like Postman out of curiosity, you're already thinking the right way. If that sentence makes you nervous, this role may not be the right fit.

This role is ideal for someone who thrives in ambiguity, can operate both strategically and hands-on, and is genuinely excited about helping customers succeed, even when the path forward is still being built.

Responsibilities

• Serve as the primary point of contact for key customers across both platforms, coordinating with Product, Operations, and Implementation to drive successful launches and ongoing satisfaction
• Own hands-on configuration, setup, and operational tasks for customers, bridging gaps where self-serve capabilities are still evolving
• Manage a defined portfolio, driving renewals, adoption, and revenue growth through proactive outreach, including QBRs
• Monitor account health across the portfolio, identify risks and at-risk renewals, and lead remediation plans with internal teams
• Assist with building and documenting a repeatable CSM playbook, from onboarding through ongoing health management, that will scale to future customers
• Establish a Voice of Customer feedback loop, synthesizing themes and channeling insight to CX leadership and Product
• Develop deep expertise across RocketRez products to advise customers confidently and provide flexible support across onboarding and the support desk as needed

Key Qualifications

Required

• 5+ years of experience in Customer Success, Account Management, or a similar client-facing role in a SaaS or technology company
• Demonstrated ability to manage hands-on technical or configuration tasks alongside relationship management, this role genuinely requires both
• A technically curious mindset: you're comfortable following a process you haven't seen before, troubleshooting when something doesn't work, and asking good questions when you're stuck
• Strong project management skills: comfortable juggling multiple priorities across accounts and product lines simultaneously, with careful attention to detail
• Ability to build trust and communicate effectively with a wide range of stakeholders, from operational staff to executive sponsors
• Comfortable operating in ambiguity. Able to create structure and process where none yet exist
• Excellent written and verbal communication skills, with the ability to clearly translate complex operational or technical challenges into actionable plans
• High-energy, proactive, and self-motivated with a genuine passion for customer outcomes and continuous improvement
• Ability and willingness to travel to customers located across North America

Nice to Have

• Experience calling APIs using command-line tools or applications like Postman; you don't need to be a developer, but comfort at that level is a meaningful advantage in this role
• Experience with ticketing, POS, or attractions/hospitality technology platforms
• Familiarity with CS tools such as HubSpot or Freshdesk, and service desk platforms
• Experience working cross-functionally alongside Product and Engineering teams in an early-stage or scaling SaaS environment

Why You'll Love RocketRez

At RocketRez, we believe People Come First; and that includes every member of our team. We're building an environment where each person is empowered to do their best work through connection, development, and a culture that genuinely lives its values.

• Team members located across Canada, the U.S., and Ecuador
• Diversity adds value to everything we do; we hire from and for a wide range of backgrounds and perspectives
• Generous paid time off and a healthy work-life balance.
• Competitive salaries, retirement benefits, health insurance, and supportive parental leave
• A front-row seat to the launch of a new product line, with real ownership from day one

Our Core Values

• Win with Integrity
• Honest Dialogue Always
• Assume Positive Intent
• People Come First
• Continuous Improvement Mindset
• Teamwork Drives Results

We are beyond excited that you are interested in joining our team, and especially this role. We can't wait to meet you.