Customer Success Manager (Mid-Market)

About Us Canary Technologies is changing the game for hotels with modern software powered by Canary's hospitality-specific AI platform.   Canary is utilized by 20,000+ hoteliers in 100+ countries to equip hoteliers with the technology they need to work smarter and wow their guests. Major hotel brands such as Wyndham, Marriott, IHG, Four Seasons, Rosewood, and Best Western trust Canary to deliver results.   Canary was named a 2024 Deloitte Technology Fast 500™ company, a Most Innovative Company by Fast Company and a HotelTechReport Best Place to Work — and is backed by top Silicon Valley investors like Y Combinator, F-Prime, Brighton Park Capital and Insight Partners.   Join us in shaping the future of hospitality!  

About the Role

We’re seeking a proactive and driven Customer Success Manager (CSM) to join our Commercial Customer Success team. In this role, you’ll be instrumental in ensuring the success of deployments, fostering long-term client relationships, and expanding Canary's presence within the MM market across the US.

As a CSM, you’ll collaborate closely with the Customer Success, Sales, and Product teams to support client success and growth while contributing to Canary's strategic goals for the region. Your efforts will directly influence the company’s expansion and establish you as a key player in shaping the future of hospitality technology in the Americas.

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

Qualifications

• Bachelor's degree (BS/BA).
• 2-3 years of proven experience in account management or customer success, preferably within a B2B SaaS environment.
• Strong understanding of customer success methodologies and best practices.
• Excellent communication abilities and presentation skills, capable of building trust and rapport with diverse stakeholders.
• Ability to manage multiple accounts simultaneously and prioritize tasks effectively.
• Proactive and results-oriented with a strong customer-centric approach.
• Proven track record of working with clients through complex technical challenges.
• 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.
• Familiarity with the hotel or hospitality industry is a plus.

We also work hard to ensure Canary is a fun and exciting place to work! Here are some of the additional 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.   Canary Technologies is an equal opportunity employer. We recruit, employ, train, compensate and promote talent regardless of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information or any other protected characteristic.