Customer Success Manager

Summary

Join Canary Technologies as a Customer Success Manager (CSM) and play a key role in ensuring the success of deployments, fostering long-term client relationships, and expanding Canary's presence within the Mid-Market and SMB accounts across EMEA. Collaborate closely with Customer Success, Sales, and Product teams to support client success and growth. As a CSM, you will deeply understand Canary’s products, lead client onboarding, drive customer value, manage relationships, and contribute to portfolio growth. You will act as a trusted advisor, identifying and resolving client challenges while ensuring alignment with Canary’s goals. This role offers the opportunity to directly influence the company’s expansion and establish yourself 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

• Product Expertise : Deeply understand Canary’s products, both current and future, to effectively communicate their value and impact to clients
• Client Onboarding : 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
• Drive Customer Value : Partner with clients to understand their goals, demonstrate how Canary’s solutions address their needs, and minimize time-to-value
• Relationship Management : 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
• Portfolio Growth: Own a book of business and proactively identify growth opportunities, partnering with Sales to expand the book of business
• Strategic Insight : 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

• Canary Days: 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
• Self Improvement Club: 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
• Professional Development Chats: We provide budget to help drive cross functional professional development conversations across the organization
• Travel Reimbursement: 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!
• Personal Travel Reimbursement: If you stay at a hotel that Canary works with, we provide a credit towards your stay