Customer Success Manager (UK Based)

Position Overview

• Location Type: Remote
• Employment Type: Full Time
• Salary: Not specified

Canary Technologies is transforming the hotel industry with modern software powered by its hospitality-specific AI platform. Utilized by 20,000+ hoteliers in 90+ countries, Canary equips hotels with the technology to work smarter and wow their guests. Major hotel brands like Wyndham, Marriott, IHG, Four Seasons, Rosewood, and Best Western trust Canary. Canary was named a 2024 Deloitte Technology Fast 500™, 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, FPrime, and Insight Ventures. Join us in shaping the future of hospitality!

About the Role

We’re seeking a proactive and driven Customer Success Manager (CSM) to join our EMEA-focused 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 Mid-Market and SMB accounts across EMEA. 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 EMEA.

Responsibilities

• 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.

Qualifications

• Bachelor’s degree
• 3–5 years of Customer Success experience in a SaaS environment
• Proven track record of onboarding clients through complex technical challenges
• Experience managing accounts with annual contract values between $20K–$100K
• Strong organizational and time-management skills to effectively manage a large portfolio of Mid-Market accounts
• Exceptional communication abilities, capable of building trust and rapport with diverse stakeholders
• Analytical mindset to assess client needs and develop scalable processes.