Director of Customer Success

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

Canary Technologies is seeking a highly skilled and experienced Director of Customer Success to lead our Customer Success team. The Director of Customer Success will be responsible for overseeing a team of Customer Success Managers (CSMs) who are crucial in ensuring customer retention and maximizing customer lifetime value post-product adoption. This role demands a proven leader with a strong emphasis on people management, professional development, and coaching to foster a high-performing and engaged CSM team.

Responsibilities

• Lead, mentor, and develop a team of Customer Success Managers, ensuring their continuous professional growth and skill enhancement
• Drive customer retention strategies and initiatives, ensuring high levels of customer satisfaction and loyalty
• Oversee the entire customer lifecycle post-product adoption, ongoing engagement, and renewals
• Develop and implement best practices for customer success, including playbooks, processes, and tools to optimize team efficiency and effectiveness
• Collaborate cross-functionally with sales, product, and marketing teams to align customer success initiatives with overall business goals
• Analyze customer data and feedback to identify trends, areas for improvement, and opportunities for proactive engagement
• Establish and track key performance indicators (KPIs) for the Customer Success team, regularly reporting on progress and outcomes
• Foster a culture of continuous learning, collaboration, and customer-centricity within the team
• Stay informed about industry trends and best practices in customer success to drive innovation and maintain a competitive edge.

Qualifications

• Minimum of 5+ years of experience in customer success, account management, or a similar client-facing role, with at least 2+ years in a leadership or management position
• Proven track record of successfully leading and developing high-performing customer success teams
• Strong analytical skills and an aptitude for understanding and leveraging data to drive decision making
• Exceptional interpersonal and communication skills, with the ability to build strong relationships with both internal and external stakeholders
• Excellent coaching and mentoring abilities, with a passion for developing talent
• Experience with CRM software (e.g., Salesforce) and customer success platforms (e.g., Gainsight, ChurnZero)
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

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.