RocketRez is an all-in-one cloud platform behind some of the fastest-growing toursand 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.LocationRemote; Canada (ideally Winnipeg) preferredResponsibilitiesServe as the primary point of contact for key customers across both platforms, coordinating with Product, Operations, and Implementation to drive successful launches and ongoing satisfactionOwn hands-on configuration, setup, and operational tasks for customers, bridging gaps where self-serve capabilities are still evolvingManage a defined portfolio,



driving renewals, adoption, and revenue growth through proactive outreach, including QBRsMonitor account health across the portfolio, identify risks and at-risk renewals, and lead remediation plans with internal teamsAssist with building and documenting a repeatable CSM playbook, from onboarding through ongoing health management, that will scale to future customersEstablish a Voice of Customer feedback loop, synthesizing themes and channeling insight to CX leadership and ProductDevelop deep expertise across RocketRez products to advise customers confidently and provide flexible support across onboarding and the support desk as neededKey QualificationsRequired5+ years of experience in Customer Success, Account Management, or a similar client-facing role in a SaaS or technology companyDemonstrated ability to manage hands-on technical or configuration tasks alongside relationship management, this role genuinely requires bothA 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 stuckStrong project management skills: comfortable juggling multiple priorities across accounts and product lines simultaneously, with careful attention to detailAbility to build trust and communicate effectively with a wide range of stakeholders, from operational staff to executive sponsorsComfortable operating in ambiguity.



Able to create structure and process where none yet existExcellent written and verbal communication skills, with the ability to clearly translate complex operational or technical challenges into actionable plansHigh-energy, proactive, and self-motivated with a genuine passion for customer outcomes and continuous improvementAbility and willingness to travel to customers located across North AmericaNice to HaveExperience 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 roleExperience with ticketing, POS, or attractions/hospitality technology platformsFamiliarity with CS tools such as HubSpot or Freshdesk, and service desk platformsExperience working cross-functionally alongside Product and Engineering teams in an early-stage or scaling SaaS environmentWhy You'll Love RocketRezAt RocketRez, we believe People ComeFirst, and that includes every member of our team. We're rebuilding an environment where each person is empowered to do their best work through connection, development, and a culture that genuinelylivesits values.Team members are located across Canada, the U.S., and EcuadorDiversity adds value to everything we do; we hire from and for a wide range of backgrounds and perspectivesGenerous paid time off and a healthy work-life balance.Competitive salaries, retirement benefits, health insurance, and supportive parental leaveA front-row seat to the launch of a current product line, with real ownership from day oneOur Core ValuesWin with IntegrityAssume Positive IntentPeople Come FirstTeamwork Drives ResultsWe are beyond excited that you are interested in joining our team, and especially this role. Wecan'twait to meet you.

📌 Technical Customer Success Manager (Ottawa)
🏢 RocketRez
📍 Ottawa