Mid-Market Customer Success Manager

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 are seeking a highly motivated and experienced Mid-Market Customer Success Manager (CSM) to join our growing team. The Mid-Market CSM will be the primary point of contact for our Mid-Market hotel partners after they have successfully implemented and adopted Canary Technologies' products. This role is crucial in ensuring customer satisfaction, driving retention, and fostering long-term relationships.

Responsibilities

• Customer Retention: Proactively engage with a portfolio of mid-market hotel accounts to ensure continued satisfaction and utilization of Canary products. Identify and mitigate risks to customer churn
• Customer Health Management: Monitor customer health metrics, identify areas for improvement, and develop action plans to increase customer success
• Customer Expansion: Identify opportunities for product expansion within existing accounts, collaborating with sales teams to drive upsell and cross-sell initiatives
• Relationship Management: Build strong, trusted relationships with key stakeholders at client hotels, including general managers, operations managers, and IT teams
• Product Expertise: Become a subject matter expert on Canary Technologies' product suite, providing guidance and best practices to customers
• Issue Resolution: Act as an escalation point for customer issues, working cross-functionally with support, product, and engineering teams to ensure timely resolution
• Host QBRs: Conduct regular Quarterly Business Reviews (QBRs) with key clients to review performance, discuss strategic goals, and present product roadmaps.

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, interpersonal, and presentation skills
• Ability to manage multiple accounts simultaneously and prioritize tasks effectively
• Proactive and results-oriented with a strong customer-centric approach
• 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.