Customer Success Manager

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Canary Technologies

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11 - 50 employees

Canary Technologies is a leader in hospitality technology that provides hoteliers with easy, intuitive, and secure solutions to help hotels provide an ideal guest experience.

📋 Description

• Take full ownership of the post-onboarding "in-life" relationship with customers, ensuring long-term retention and satisfaction. • Proactively monitor customer usage and engagement. Partner with clients to ensure they are fully adopting the product. • Regularly assess customer health metrics to develop proactive engagement strategies. • Collaborate with the EMEA Customer Success leadership to design, test, and implement new post-implementation processes. • Act as a trusted advisor to uncover pain points and partner with Sales to expand revenue.

🎯 Requirements

• 3+ years of Customer Success or Account Management experience in a B2B SaaS environment, specifically focused on post-onboarding account lifecycle, adoption, and retention. • Native-level German and English (written and spoken) is required. • Strong hands-on experience using customer success, CRM, and AI platforms. Specifically, experience utilizing Gainsight, Salesforce, and Claude is highly required. • Proven ability to manage KPIs, analyse customer health data, and translate complex metrics into compelling data stories. • Demonstrated ability to build and refine scalable operational processes for in-life account management. • Proven ability to build strong, cross-functional relationships across all levels of a hotel's organization.

🏖️ Benefits

• Canary Days: Each month we provide company wide days off to ensure there is at least one extended weekend or day off. • Self Improvement Club: 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. • Personal Travel Reimbursement: If you stay at a hotel that Canary works with, we provide a credit towards your stay.