Job Description

Customer Success Representative

Are you a natural communicator with strong presentation skills, a knack for building relationships, and a confident phone presence? If so, we want you on our team!

As a Customer Success Representative, you'll own the customer experience from onboarding through ongoing engagement. You'll be the trusted point of contact for a portfolio of clients; educating, supporting, and advocating for them every step of the way.

What You'll Do:

• Manage a portfolio of accounts, serving as the primary point of contact and trusted advisor throughout the customer lifecycle
• Proactively monitor account health, identifying engagement gaps or churn risks early and taking action before issues escalate
• Lead product training sessions and business reviews that help customers continuously deepen their platform knowledge and realize ongoing value
• Drive platform adoption by guiding customers through new features and ensuring they're getting the most out of LodgeLink
• Identify and nurture expansion opportunities within your portfolio, collaborating with Business Development Managers to grow accounts organically
• Serve as the voice of the customer internally, capturing feedback, flagging trends, and working cross-functionally with product and Customer Experience teams to influence improvements
• Maintain accurate account records and activity logs in Salesforce to support visibility across the team

What You Bring:

• 3+ years of experience in a customer-facing role, ideally in customer success, account management, or a SaaS/platform environment where you owned post-sale relationships
• A genuine customer-first mindset; you build trust quickly, advocate for your clients, and take their outcomes personally
• Proven ability to drive product adoption, guiding customers from onboarding through to confident, long-term platform use
• Experience managing a portfolio of accounts, prioritizing effectively, spotting churn risks early, and resolving issues before they escalate
• Strong communication skills with the ability to lead training sessions and business reviews, adapting your style to different audiences and seniority levels
• CRM proficiency (Salesforce preferred) with clean, consistent record-keeping habits
• Experience in travel management or workforce logistics is a plus, but a hunger to learn the industry is equally valued

This role is based in Scottsdale, AZ. Some travel is required.

If you're ready to make an impact and love engaging with people, apply now! About LodgeLink

LodgeLink, a Black Diamond Group company headquartered in Calgary, Alberta, Canada is more than just a digital marketplace and ecosystem for crew travel; we're a caring tech company on a mission to transform workforce travel. Our digital platform is the key to unlocking seamless solutions for finding, booking, and managing crew travel and accommodation needs. Powered by a growing network of hotel and lodge partners, we address the unique challenges of crew travel, applying technology to streamline the entire process from booking to management, payments, and cost reporting. At LodgeLink, we're not just saving our customers time and money; we're changing the future of workforce (crew) travel for the better.

United by our vision to be THE ecosystem for workforce travel, our values reflect our commitment to collaboration, agility, dependability, inventiveness, and audacity. As a diverse and inclusive team, we come together, sharing ideas, building disruptive technology, and tackling complex problems. Our relentless pursuit to deliver value and superior customer experiences is inspired by a collective passion to 'Create A Better Way' for all.

At LodgeLink, we're seeking exceptional team players with an entrepreneurial spirit to contribute to our rapid growth. If you crave a career, not just a job, we could be the perfect fit.

LodgeLink Total Rewards | Caring for our team is a priority, and we're pleased to provide these benefits:

• Comprehensive options for benefits, with cost-sharing between the company and the employee.
• 401K Matching program.
• Building a diverse and inclusive team, supporting career growth and development.
• Competitive base salaries.
• Share Appreciation Rights program for salaried employees.
• Paid vacation days and sick days.
• An employee charitable donation program.
• Hotel and travel discounts.

LodgeLink is a Black Diamond Group company. Learn more:

Black Diamond Group is a publicly traded company with 20 years of experience in modular space and workforce solutions, and operations across Canada, the United States, and Australia. Learn more:

We are an Equal Opportunity Employer Black Diamond Group is committed to diversity, equal opportunity and ensuring that our employees can thrive in an inclusive environment. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous status, national origin, age, disability, or any other legally protected factors. Accommodation for applicants with disabilities is available upon request during the recruitment process.

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