Client Success Manager

Overview

Are You the Client Advocate We’re Looking For? You’re the kind of person who thrives on solving puzzles and helping others succeed. You have a knack for technology, a heart for service, and you’re not afraid to dive deep into a software system to find the perfect solution for a client. At Resmark, we don’t just offer support—we provide the foundation for tour and activity operators to run their businesses smoothly.

As a Client Success Manager
, you’ll be the frontline hero ensuring our clients get the most out of our entire product suite.

Resmark helps tour and activity companies grow faster and smarter. We provide a complete business growth engine: reservation software, marketing automation, digital waivers, and high-conversion websites. Our clients include industry leaders like L.L.Bean Outdoor Discovery, Western River Expeditions, and many more. We are a fast-paced SaaS company where ownership, impact, and a passion for the tourism industry are at the core of everything we do.

• Inbound Support: Act as the primary point of contact for client inquiries via phone and chat, providing timely and accurate technical assistance across Resmark Systems, Waiver Sign, and Resmark Web.
• Client Onboarding: Maintain a dedicated portfolio of assigned clients, guiding them through the initial setup and implementation of our software suite to ensure long-term success.
• Solution Architecture: Help clients translate their real-world operational needs into software settings and workflows that make their lives easier.
• Collaborative Troubleshooting: Work closely with our product and engineering teams to identify, document, and resolve complex technical issues.
• On-Call Rotation: Participate in a rotating weekend and holiday on-call schedule to ensure our clients have the support they need 365 days a year.

Must Be a Utah Resident:

• While this role offers remote flexibility, you must be located in the state of Utah, and will be able to work from home full-time.

• You Love Technology: You can navigate SaaS tools, CRM systems, and complex software logic with ease.
• You’re a Clear Communicator: You can take a complex technical concept and explain it simply and kindly over the phone or in a chat.
• You are Process-Oriented: You enjoy following a roadmap, hitting onboarding milestones, and keeping client records organized.
• You’re a Problem Solver: You don’t just see a "ticket"; you see an opportunity to improve a client s business.

• Industry
  
  Experience:
  
  Experience in the tour, travel, or outdoor activity industry.
• Digital Marketing Knowledge: Understanding of SEO and Google Analytics (GA4).
• Web Design/CMS: Familiarity with website editors like Duda, Squarespace, or Word Press.
• Advanced Prompting: Experience using AI prompt frameworks to automate repetitive tasks or analyze client data.
• CRM Expertise: Experience with platforms like Hub Spot, Go High Level, or Salesforce.
• Live Chat Tools: Experience using communication tools like Crisp, Intercom, or Zendesk.

Compensation: $20.00 - $30.00 per hour, depending on experience.

Schedule: Monday – Friday with set office hours.

On-Call Requirements: Rotating weekend and holiday schedule. We offer a collaborative process for requesting preferred holidays off.

Contract-to-Hire: This is a contract-to-hire position. The first 120 days include a structured onboarding program with specific learning metrics and 30-day check-ins to ensure you are supported and on track for a permanent role.

Tools We Use: Resmark, Waiver Sign, Click Up, Crisp Chat, Duda, Google Workspace, Slack, and more.