Customer Success Manager

About the role

Canary Technologies operates at the forefront of hospitality-specific artificial intelligence, delivering software that streamlines and modernizes hotel operations for a global clientele. The organization currently supports over 20,000 hoteliers spread across 100 different countries, securing partnerships with industry giants such as Wyndham, Marriott, IHG, Four Seasons, Rosewood, and Best Western. The company's market validation is evidenced by a 2024 Deloitte Technology Fast 500™ award, a Fast Company recognition for innovation, and a HotelTechReport accolade for the best place to work. Financial backing originates from prominent Silicon Valley investors, including Y Combinator, F-Prime, Brighton Park Capital, and Insight Partners. This role specifically targets the German market, focusing on the "in-life" journey of accounts after initial implementation. The primary mission is to deepen product adoption, elevate customer health scores, and guarantee that hotel clients derive continuous, maximum value from the Canary platform. The successful individual will architect new processes designed to foster enduring relationships, improve retention metrics, and facilitate scalable growth for accounts across the region.

Key facts

What you'll do

• Architect repeatable playbooks that standardize the expansion of platform usage within German hotel markets.
• Map strategic stakeholder objectives to specific feature milestones to demonstrate ongoing and tangible platform value.
• Coordinate cross-team input to ensure product decisions accurately reflect real hotel workflows and operational realities.
• Champion data-informed reviews that highlight adoption trends and identify shifts in account health metrics.
• Translate complex platform metrics into clear business outcomes through executive-level communications.
• Lead structured training sessions that empower hotel teams to unlock advanced capabilities within Canary tools.
• Establish robust feedback channels that convert hotel insights into prioritized roadmap improvements.
• Collaborate with sales colleagues to define expansion triggers and formulate strategic renewal strategies for key accounts.
• Track adoption patterns diligently to enable the early identification of risks that could threaten long-term retention.
• Document comprehensive playbooks that standardize success practices for replication by future team members globally.
• Serve as the primary strategic bridge between the product suite and hotel leadership throughout EMEA regions.
• Analyze behavioral data to identify upsell opportunities that align with client growth trajectories.
• Facilitate cross-functional alignment between product, engineering, and support to resolve complex client challenges.
• Develop predictive models for client success based on historical data and current engagement levels.
• Present quarterly business reviews that reinforce the ROI of the Canary platform for executive stakeholders.

Requirements

• Must possess three years of direct success experience, previously within hospitality or technology sectors.
• Must manage multiple hotel accounts simultaneously while maintaining oversight across various regions and time zones.
• Must demonstrate fluency in English, along with the regular handling of nuanced discussions in German.
• Must have a solid understanding of hotel operations to translate front desk needs into precise product language.
• Must analyze adoption data and translate the findings into practical, actionable next steps for internal teams.
• Must coordinate effectively with engineering and product groups to convert feedback into scheduled product improvements.
• Must build trust with executive stakeholders through consistent updates and reliable follow-through on commitments.
• Must adhere strictly to the defined processes for customer health scoring and risk mitigation.
• Must utilize the Canary platform as the primary tool for monitoring and reporting on client success metrics.
• Must comply with all data privacy regulations relevant to the EMEA region during client interactions.
• Must maintain detailed records of all client interactions and strategic planning sessions.
• Must exhibit strong problem-solving skills when addressing client escalations or operational hurdles.
• Must uphold the company's standards for professionalism in all communications with hotel partners.

Nice to have

Experience working with hotel technology suites and distribution systems is a valuable asset.

Practical notes

This position is based in EMEA and operates on a Full Time basis. Compensation is set between 65,000 EUR and 85,000 EUR. Please refer to the official apply page to confirm the remote policy, exact pay details, and the precise start date for this role. The primary tools utilized in this position include the Canary platform. Applicants are advised to apply directly on the official posting to verify the current application process and ensure all details are current.