Customer Success Manager

We are looking for a Customer Success Managerto join our Customer Success team! This position is open to all of Canada, is a fully remote position, and travel will be required from time to time.
About Zaui
At Zaui, quality is at the heart of everything we build. We are a small but fun team!
For over two decades, Zaui's enterprise-level tour and reservation management software has helped tour and activity operators manage operations, grow bookings and create all-round memorable guest experiences.
We have a big vision of the future of technology in the tourism industry, and we're excited to be part of shaping it. We are looking for creative and highly skilled individuals to join our team and help us on our way to becoming an innovative leader in our industry.
As a Customer Success Managerat Zaui you will build trusted relationships with tour, activity, and transportation operators, helping them get lasting value from the Zaui platform. You'll combine proactive account management, product expertise, and consultative guidance to drive adoption, improve customer outcomes, and maximize retention. Working closely with Product, Support, Sales, and Marketing, you'll advocate for customers while using AI-powered tools to work more efficiently and deliver exceptional service at scale.
The ideal candidate is a curious, customer-first problem solver who thrives on building relationships and helping businesses succeed. You're proactive rather than reactive, comfortable navigating both technical and non-technical conversations, and confident using data to identify opportunities before they become problems. Sound like you?
As a Customer Success Manageryou will:

• Manage a portfolio of customer accounts from onboarding through renewal.
• Proactively monitor account health and reduce churn risk.
• Drive product adoption through coaching, education, and best practices.
• Help customers achieve their business goals with consultative guidance.
• Stay current on industry trends and new product features.
• Use AI tools to create customer communications, documentation, and account insights.
• Build and maintain knowledge base articles, guides, and FAQs, keeping them aligned to current product functionality.
• Identify opportunities to improve AI-enabled workflows and service processes, and feed that input to the tools and systems owners.
• Capture and prioritize customer feedback and advocate for product improvements.
• Collaborate with Product, Support, Sales, and Marketing to deliver an exceptional customer experience.
• Build strong, trusted relationships that drive customer satisfaction and long-term success.

This may be the right opportunity for you if you have:

• 2+ years of experience in customer success, account management, consulting, technical support, or another customer-facing role, ideally in SaaS or a fast-paced startup.
• Experience in tourism, transportation, or the tour and activity industry (or a genuine interest in the space).
• Experience working with CRM, ticketing, and analytics platforms, with the ability to quickly learn new software.
• A solid understanding of web technologies, including APIs, analytics tagging, and basic HTML/CSS concepts.
• Confidence using AI-powered productivity tools and the judgment to review and refine AI-generated content.
• Excellent written and verbal communication skills, with the ability to engage both technical and non-technical audiences.
• Strong organizational skills, attention to detail, and the ability to manage multiple priorities while remaining calm under pressure.

Why join us?
Fair compensation:We’re committed to pay equity and fair pay practices. The salary range for this role is CAD $65,000 to $75,000, with final compensation based on skills, experience, and internal equity.
Flexibility & Time off

• Flexible vacation policy
• Personal days off
• Remote work policy
• 4-Day work week policy; every second Friday is a day off

Benefits

• Extended healthcare coverage including dental, vision care, life insurance and AD&D
• Personal Spending account

We are driven by our Core Values:

• Customer Centric - Happy customers, happy guests!
• Trust & reliability
• Innovation
• People-First
• Social Responsibility

The not-so-fine-print!
If you think you’re a good fit, please connect with us ASAP with your resume. You must be eligible to work in Canada to be considered for this role. At Zaui, we value the unique qualities and experiences that each candidate brings to the table. We believe in a personal approach to hiring and take the time to thoroughly review each resume ourselves. Rest assured, we do not use AI or automated systems to review or filter resumes. Every application is carefully reviewed by our hiring team to ensure a fair and personalized evaluation process.
If you don’t see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that individuals in underrepresented groups often only apply when they feel 100% qualified. We are proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion. Zaui provides equal employment opportunities to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.
Zaui is also committed to fostering a culture of belonging, which includes ensuring an accessible work environment and employment practices. If you require accommodation at any point in the selection process, please include a note in your application.