Customer Success Manager

Summary

Join Canary Technologies, a leading hospitality software company, as a Customer Success Manager (CSM) focused on the EMEA region. You will play a crucial role in ensuring successful client deployments, building long-term relationships, and expanding Canary's presence within the Mid-Market and SMB accounts. As a CSM, you will collaborate with various teams to support client success and growth, contributing to Canary's strategic goals for EMEA. Your efforts will directly influence the company's expansion and establish you as a key player in shaping the future of hospitality technology in EMEA.

Requirements

• Bachelor’s degree
• 3–5 years of Customer Success experience in a SaaS environment
• Proven track record of onboarding clients through complex technical challenges
• Experience managing accounts with annual contract values between $20K–$100K
• Strong organizational and time-management skills to effectively manage a large portfolio of Mid-Market accounts
• Exceptional communication abilities, capable of building trust and rapport with diverse stakeholders
• Analytical mindset to assess client needs and develop scalable processes
• Collaborative nature, adept at working with cross-functional teams including Product, Marketing, Sales, and Operations
• Confidence, charisma, and the ability to seize opportunities to drive growth and success
• Proficiency with technology and adaptability to dynamic environments

Responsibilities

• Deeply understand Canary’s products, both current and future, to effectively communicate their value and impact to clients
• Lead all aspects of the onboarding process, including collecting client requirements, conducting webinars, and completing initial account setup to ensure a smooth and efficient start
• Partner with clients to understand their goals, demonstrate how Canary’s solutions address their needs, and minimize time-to-value
• Build and maintain strong relationships with key stakeholders, identifying pain points and opportunities for growth. Collaborate with Sales to close expansion opportunities and communicate client feedback to inform the product roadmap
• Own a book of business and proactively identify growth opportunities, partnering with Sales to expand the book of business
• Act as a trusted advisor, identifying and resolving client challenges while ensuring alignment with Canary’s goals

Preferred Qualifications

Familiarity with hospitality technology is a plus

Benefits

• As a company we want to ensure that the team has time to recharge. Each month we provide company wide days off to ensure there is at least one extended weekend or day off
• We meet each month and share our personal goals for the month. Each individual is provided a budget towards any purchases that help us achieve these goals
• We provide budget to help drive cross functional professional development conversations across the organization
• Team members are able to visit our offices across New York, San Francisco or Dallas when they choose, and are provided a travel stipend for doing so.  Spend time working with the team in their office, and use the rest of your time exploring a new city!
• If you stay at a hotel that Canary works with, we provide a credit towards your stay