Head of Global Enterprise Customer Success

 

 

 

 

Own customer outcomes across Canary's largest enterprise accounts, including successful deployments, executive engagement, product adoption, retention, and expansion.

Build trusted relationships with executive stakeholders—including CIOs, CTOs, COOs, Chief Digital Officers, Commercial leaders, and other senior executives—at the world's largest hotel brands.

Serve as the executive sponsor for Canary's most strategic customers, proactively managing executive relationships, mitigating risk, resolving escalations, and driving long-term partnership success.

Lead, coach, and develop a high-performing team of Enterprise Customer Success Managers and Enterprise Implementation Managers, creating a culture of accountability, customer obsession, and continuous development.

Partner closely with Enterprise Sales to ensure seamless transitions from sales through implementation while supporting long-term account growth and customer success.

Develop strategic account plans that align customer business objectives with Canary's product roadmap and identify opportunities to expand Canary's footprint across brands, portfolios, and products.

Collaborate cross-functionally with Product, Engineering, Support, Marketing, and Revenue Operations to advocate for enterprise customer needs and continuously improve the customer experience.

Establish operational excellence across enterprise implementations by driving scalable processes, governance, and best practices for complex global deployments.

Define and monitor key success metrics across implementation, adoption, customer health, retention, expansion, executive engagement, and overall customer satisfaction.

Stay informed on hospitality technology trends and enterprise customer success best practices to continually elevate Canary's strategic customer experience.

10+ years of experience in Customer Success, Strategic Account Management, Professional Services, or a related enterprise customer-facing role within B2B SaaS.

5+ years of leadership experience building, managing, and developing high-performing customer-facing teams.

Proven experience serving as the executive relationship owner for Fortune 500 or other large enterprise customers with complex organizational structures.

Demonstrated success building trusted relationships with C-suite executives and senior business leaders.

Track record of leading complex, multi-product enterprise software deployments from implementation through long-term customer success.

Proven ability to drive measurable improvements in customer adoption, retention, expansion, and overall customer health.

Strong executive presence with exceptional communication, presentation, negotiation, and stakeholder management skills.

Experience partnering cross-functionally with Sales, Product, Engineering, Support, Marketing, and Operations to deliver customer outcomes.

Analytical mindset with experience using customer health metrics, business data, and operational insights to drive strategic decision-making.

Experience within hospitality technology, enterprise SaaS, fintech, or another complex B2B software environment is strongly preferred.

Target cash compensation ranges from $201,000 - $259,000, including a fixed annual salary and a performance-based bonus paid quarterly.

This role also includes a stock option grant, subject to board approval.

Actual compensation will be commensurate with the candidate's skill level, experience, and specific work location.

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!