RocketRez

Role Description We are looking for a Customer Success Manager (CSM) to join our Customer Experience team. In this role, you will be responsible for the success, growth, and satisfaction of RocketRez’s customer accounts, while maintaining lasting relationships. You are the central point of contact for understanding customers’ needs, advising, and delivering success. This role is ideal for someone with a strategic mindset who enjoys aligning business goals with growth opportunities and driving engagement. Location: This role is based in Canada (Remote) Responsibilities - Serve as the primary relationship owner for a portfolio of key customers, fostering long-term partnerships, while coordinating cross-functional teams to drive successful launches and ongoing satisfaction. - Develop and execute a proactive customer contact strategy that drives renewals, product adoption, training, and revenue growth (i.e., QBR’s). - Own hands-on configuration, setup, and operational tasks for customers, bridging gaps where self-serve capabilities are still evolving and ensuring customers get value quickly. - Monitor customer health and usage trends across the portfolio, identify at-risk renewals early, and lead remediation plans in partnership with internal teams. - Act as the customer advocate and escalation point, ensuring timely, effective resolutions while collaborating cross-functionally to drive product enhancements. - Establish a Voice of Customer feedback loop, synthesizing themes and channeling insight to CX leadership and Product Management. - Develop deep expertise across RocketRez products and stay current with updates, serving as a subject-matter expert in key product areas. - Bring curiosity and a growing technical fluency to the role, including interest in learning how AI tools can be applied to deepen customer insight, streamline workflows, and scale our impact. - Follow established customer success processes, capturing activities in CS and Service Desk tools while recommending improvements as the function matures. Qualifications - Experience in Customer Success, Account Management, or a similar client-facing role within a SaaS or technology company. - Strong ability to manage multiple projects simultaneously while maintaining attention to detail. - Ability to build and nurture trusting relationships with key stakeholders at mid-to-large enterprise customers. - Comfortable working in a fast-paced, rapidly evolving environment, with strong prioritization and problem-solving skills. - Excellent written and verbal communication skills, with the ability to clearly articulate customer challenges and solutions. - Proficiency in Microsoft Office Suite, particularly PowerPoint and Excel. - High-energy, proactive, and self-motivated with a passion for continuous learning and improvement. Benefits - At RocketRez, we believe People Come First, and that includes every team member. - We’re building an environment where each person is empowered to do their best work. - Diversity adds value to everything we do; we hire from and for a wide range of backgrounds to bring unique perspectives to our team. - Generous paid time off because we know a healthy work-life balance is key. - Retirement benefits, health insurance, and supportive parental leave. Company Description We have team members located in Canada, the U.S., and Ecuador. 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 can’t wait to meet you!

Role Description RocketRez is looking for a Senior Solutions Engineer to partner with Sales and customers to design, validate, and communicate tailored solutions. This role plays a critical part in the sales process by aligning customer needs with platform capabilities and ensuring a strong foundation for successful delivery. - Partner with Account Executives to support the sales cycle through technical discovery, solution design, and validation - Lead customer discovery to understand business requirements, workflows, and technical environments - Deliver product demonstrations and technical presentations tailored to both technical and non-technical audiences - Design and validate solutions that align with customer needs and RocketRez platform capabilities - Support RFPs and RFIs with technical input, solution design, and feasibility assessment - Lead and support proof-of-concepts (POCs) and technical evaluations - Design integrations between RocketRez and third-party systems (e.g., payments, CRM, ERP, etc.) - Conduct technical assessments, including API-level analysis where needed - Facilitate technical discussions and workshops with customer stakeholders - Act as a trusted technical advisor to prospects throughout the evaluation process - Partner with Implementation and Customer Success teams to ensure a smooth transition post-sale - Contribute to internal knowledge sharing, demo assets, and best practices Qualifications - 5+ years of experience in a Solutions Engineer, Sales Engineer, or similar technical pre-sale’s role - Strong ability to translate business requirements into technical solutions - Experience with APIs, integrations, and system architecture concepts - Excellent communication and presentation skills - Ability to work cross-functionally with Sales, Product, and Implementation teams - Experience in SaaS or complex software environments Requirements - Experience in attractions, ticketing, or hospitality environments - Background in implementation, consulting, or technically oriented customer-facing roles - Familiarity with structured sales methodologies (e.g., MEDDIC, Challenger, Sandler) Benefits - Make an immediate impact in a high-growth company shaping the future of tour and attraction software - Work in a hybrid environment with flexibility and trust - Join a collaborative, thoughtful, and driven team focused on doing right by the customer and each other - Competitive salaries, generous paid time off, retirement benefits, health insurance, and supportive parental leave - Be yourself! We hire from and for a wide range of backgrounds and experiences, because diversity strengthens everything we do - Grow with us as we continuously improve and build a product and culture we’re proud of