Customer Success Manager, Global Strategic Brands
Job description
About the role
You will serve as the strategic owner for Canary's most significant enterprise hotel portfolios worldwide, taking full ownership of strategic direction for these marquee accounts. You will coordinate deployments and manage expansions while leading adoption initiatives to ensure measurable value is delivered consistently across the portfolio. Your primary focus will be solidifying Canary's position as a long-term strategic partner for the world's largest hotel brands. You will work in lockstep with the Implementation Manager and the Enterprise Sales team to align distinct workstreams with specific customer goals. Success in this role requires the cultivation of deep, executive-level relationships that drive long-term account success. You will be tasked with ensuring the partnership continues to deliver tangible value and strategic advantage to the customer. Ultimately, you will safeguard the relationship and ensure the customer views Canary as an indispensable ally in their digital transformation journey.
Key Responsibilities
You will champion the adoption of flagship modules for major global hotel groups, ensuring they derive maximum value from their investment. You are responsible for architecting detailed rollout plans that synchronize implementation milestones with executive priorities and business cycles. A critical function involves orchestrating cross-functional sessions that align sales, engineering, and customer success workflows for seamless execution. You will guide feature utilization workshops, ensuring hotel brands effectively activate advanced configuration tools and unlock the platform's full potential. Monitoring health indicators will be essential for forecasting risks and proposing corrective actions early in the engagement to prevent churn. You will also forge expansion pathways by identifying new guest segments and departments where the platform's capabilities can generate additional value and open new revenue opportunities. Representing the customer's perspective in internal product discussions will be vital for shaping the future roadmap and innovation priorities. Maintaining comprehensive documentation that tracks milestones, decisions, and outcomes for strategic accounts will ensure transparency and continuity across the partnership.
Requirements
To be considered for this position, you must possess a minimum of three years of experience guiding complex technology deployments within the hospitality sector. You should demonstrate comfort in managing multiple global accounts simultaneously while adhering strictly to structured processes and governance frameworks. You must have a proven track record of success managing C-level stakeholders and influencing without authority in large, matrixed organizations. Effective communication is required at the executive level, both in written and verbal formats, exclusively in the English language. You must be willing to travel internationally on a regular basis to support key strategic accounts and attend industry events. A strong commitment to data-driven decision-making and the use of analytics to drive customer outcomes is essential for success in this role. You must be comfortable working within a SaaS environment, utilizing CRM, customer success platforms, and collaboration tools to manage complex workflows. Demonstrated experience in the hospitality technology sector, specifically with enterprise sales and distribution channels, is mandatory for this position.
Compensation and Location
This is a full-time position based in France. The annual compensation package ranges from 85,000 to 110,000 USD.
What you'll do
Customer Success Manager, Global Strategic Brands at Canary Technologies.
About the role
You will serve as the strategic owner for Canary's most significant enterprise hotel portfolios worldwide, taking full ownership of strategic direction for these marquee accounts. You will coordinate deployments and manage expansions while leading adoption initiatives to ensure measurable value is delivered consistently across the portfolio. Your primary focus will be solidifying Canary's position as a long-term strategic partner for the world's largest hotel brands. You will work in lockstep with the Implementation Manager and the Enterprise Sales team to align distinct workstreams with specific customer goals. Success in this role requires the cultivation of deep, executive-level relationships that drive long-term account success. You will be tasked with ensuring the partnership continues to deliver tangible value and strategic advantage to the customer. Ultimately, you will safeguard the relationship and ensure the customer views Canary as an indispensable ally in their digital transformation journey.
Key Responsibilities
You will champion the adoption of flagship modules for major global hotel groups, ensuring they derive maximum value from their investment. You are responsible for architecting detailed rollout plans that synchronize implementation milestones with executive priorities and business cycles. A critical function involves orchestrating cross-functional sessions that align sales, engineering, and customer success workflows for seamless execution. You will guide feature utilization workshops, ensuring hotel brands effectively activate advanced configuration tools and unlock the platform's full potential. Monitoring health indicators will be essential for forecasting risks and proposing corrective actions early in the engagement to prevent churn. You will also forge expansion pathways by identifying new guest segments and departments where the platform's capabilities can generate additional value and open new revenue opportunities. Representing the customer's perspective in internal product discussions will be vital for shaping the future roadmap and innovation priorities. Maintaining comprehensive documentation that tracks milestones, decisions, and outcomes for strategic accounts will ensure transparency and continuity across the partnership.
Requirements
To be considered for this position, you must possess a minimum of three years of experience guiding complex technology deployments within the hospitality sector. You should demonstrate comfort in managing multiple global accounts simultaneously while adhering strictly to structured processes and governance frameworks. You must have a proven track record of success managing C-level stakeholders and influencing without authority in large, matrixed organizations. Effective communication is required at the executive level, both in written and verbal formats, exclusively in the English language. You must be willing to travel internationally on a regular basis to support key strategic accounts and attend industry events. A strong commitment to data-driven decision-making and the use of analytics to drive customer outcomes is essential for success in this role. You must be comfortable working within a SaaS environment, utilizing CRM, customer success platforms, and collaboration tools to manage complex workflows. Demonstrated experience in the hospitality technology sector, specifically with enterprise sales and distribution channels, is mandatory for this position.
Nice to have
Experience with Salesforce or similar CRM platforms is preferred for managing complex account relationships and pipeline visibility. Familiarity with hotel property management systems and central reservation systems will provide a deeper contextual understanding of customer needs. Any background in data analytics or business intelligence tools will be advantageous for monitoring health indicators and forecasting risks. Experience with change management methodologies will support your ability to drive adoption and navigate organizational transformation. Knowledge of revenue management or yield management principles will help you identify expansion opportunities within existing accounts.
Practical notes
This is a full-time position based in France. The annual compensation package ranges from 85,000 to 110,000 USD. You are expected to travel internationally on a regular basis to support key strategic accounts and attend industry events. You must be authorized to work in France without sponsorship, as visa sponsorship is not available for this role. The posting is active and will remain open until the role is filled, so early application is encouraged to be considered for the opportunity.