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’re seeking a proactive and driven Customer Success Manager to join our EMEA Customer Success team. In this role, you will take ownership of the post-implementation ("in-life") journey for our accounts, with a special focus on our German-speaking customer base.

This role is not focused on initial activations or onboarding. Instead, your primary focus will be driving deep product adoption, improving customer health scores, and ensuring our clients maximize the continuous value of Canary's platform. You will also play a key part in designing and creating new processes that nurture long-term relationships, drive retention, and foster scalable account growth.

Responsibilities

Customer Lifecycle Management: Take full ownership of the post-onboarding "in-life" relationship with customers, ensuring long-term retention, satisfaction, and advocacy.

Product Adoption & Value Realization: Proactively monitor customer usage and engagement. Partner with clients to ensure they are fully adopting the product and achieving their strategic goals with Canary's platform.

Customer Health & Proactive Engagement: Regularly assess customer health metrics to develop proactive engagement strategies, mitigate churn risk, and improve customer satisfaction.

Process Creation: Collaborate with the EMEA Customer Success leadership to design, test, and implement new post-implementation processes and workflows that scale our operations and improve our KPIs.

Account Growth: Act as a trusted advisor to uncover pain points, unlock cross-sell and upsell opportunities, and partner with Sales to expand revenue within your portfolio.

Travel: Regional travel will be required to conduct in-person strategic meetings or business reviews with high-value accounts.

Qualifications

Experience: 3+ years of Customer Success or Account Management experience in a B2B SaaS environment, specifically focused on post-onboarding account lifecycle, adoption, and retention.

Language Requirements: Native-level German and English (written and spoken) is required.

Tool Proficiency: Strong hands-on experience using customer success, CRM, and AI platforms. Specifically, experience utilizing Gainsight, Salesforce, and Claude is highly required for managing health scores, tracking opportunities, and automating workflows.

Data Literacy: Proven ability to manage KPIs, analyse customer health data, and translate complex metrics into compelling data stories and actionable adoption strategies.

Process Engineering: Demonstrated ability to build and refine scalable operational processes for in-life account management.

Relationship Building: Proven ability to build strong, cross-functional relationships across all levels of a hotel's organization, from executive leadership down to front-of-house operations. Highly skilled at adapting communication styles, tailoring stories, and aligning language to effectively resonate with each unique stakeholder.

Desired: Strong hospitality expertise: prior experience within hospitality technology, hotel operations, or managing hotel accounts.

Compensation

Target cash compensation ranges from €65,000 – €80,000, 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!   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.