Customer Success Manager (Mid-Market)

United States·New YorkFull Timemid

Customer Success ManagerCustomer

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Quick Summary

Overview

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,

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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

~2 min read

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.

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

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.