Customer Success Specialist

About the role

Rezgo, a Canadian SaaS business founded in 2007, builds booking and reservation software used by travel and tour operators worldwide. The company is expanding its customer success function and is seeking a customer-oriented, proactive professional based in Ireland or the UK to join the team.

The role sits within a small group supporting customers across Ireland, the UK, and Europe, and involves close day-to-day collaboration with colleagues in Canada. The main goal is to help customers get real value from the Rezgo platform, build strong relationships, and support long-term retention and satisfaction.

This is a full-time contractor engagement for candidates located in Ireland or the UK only. Because the company does not have a legal entity in Europe or the UK, the selected person will operate as an independent contractor and will need to handle their own tax and statutory responsibilities according to local rules. Even so, the company aims to offer a stable, supportive, and collaborative working relationship.

What you will do

• Build trusted relationships with customers and take time to understand their objectives, challenges, and service needs.
• Act as a main contact for customer questions, concerns, and escalations.
• Stay engaged with customers to support satisfaction, uncover growth opportunities, and help reduce churn risk.
• Take ownership of onboarding for newly signed customers after the sales handover.
• Run product demos, onboarding calls, and training sessions through Google Meet.
• Develop helpful learning materials such as videos, onboarding resources, and webinars.
• Show customers how to get the best results from Rezgo and apply platform best practices.
• Work with Sales on opportunities that need additional product knowledge or technical input.
• Join follow-up and more advanced demonstrations when required.
• Help prospects understand how Rezgo can meet their business requirements and move the deal forward.
• Support a smooth transition from Sales by aligning on customer expectations, needs, and next steps.
• Handle inbound support tickets when needed and work to resolve issues quickly and professionally.
• Escalate matters appropriately and coordinate with internal teams to reach timely resolutions.
• Collect customer feedback on usability, features, and possible product improvements.
• Share customer insights with internal teams to help shape product development.
• Keep current on product releases and changes so you can act as a reliable subject-matter resource.
• Collaborate across Sales, Support, Development, Product, and Marketing.
• Maintain strong customer and partner satisfaction while reflecting the company’s core values in every interaction.

What the company is looking for

• Prior customer-facing experience, ideally in customer success, account management, or sales.
• Comfort using technology and working with SaaS products.
• Strong active listening skills and the ability to interpret customer needs accurately.
• Excellent written and verbal communication skills.
• A friendly, collaborative approach and the ability to work well with different teams.
• Confidence working effectively with remote colleagues.
• Good organisation and time management skills, with the ability to meet deadlines.
• An ability to spot growth opportunities and areas for improvement.
• Solid problem-solving and issue-resolution ability.

Bonus experience

• Experience presenting software demos or running training sessions.
• Working knowledge of HTML and CSS.
• Familiarity with CRM tools and support ticketing systems.
• Background in tourism or travel.
• Experience working remotely as part of an international team.

Additional information

Rezgo describes its culture as positive, fun, flexible, supportive, and inclusive. Although the role is contractual, contractors are treated as important members of the team and are expected to be part of a long-term, collaborative working environment.

Applicants should submit a CV and a cover letter explaining why they are a strong fit for the role and what interests them about the opportunity.