[Remote] Director of Customer Success - EMEA at Canary Technologies

London, England, United Kingdom

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Hospitality, Technology, HotelsIndustries

Requirements

5+ years in customer success, account management, or client-facing roles
At least 2+ years in a leadership or management position
Experience overseeing onboarding/implementation function
Proven experience leading, coaching, and scaling high-performing CS teams
Strong analytical skills with ability to use data to inform decisions
Excellent interpersonal and communication skills, both internal and external
Experience using CRM tools (e.g. Salesforce) and customer success platforms (e.g. Gainsight, ChurnZero)
Comfort in fast-paced, dynamic environments; ability to adapt to changing priorities

Responsibilities

Lead, mentor, and develop a team of Customer Success Managers; foster continuous professional growth
Define and execute customer retention strategies, ensuring high satisfaction, loyalty, and renewals
Oversee the full customer lifecycle from onboarding through renewal and beyond—ongoing engagement, renewals, expansion
Build and enforce best practices, playbooks, processes, and tooling for the CS function
Collaborate cross-functionally with Sales, Product/Engineering, Marketing to align on goals and initiatives
Analyze customer data and feedback to identify trends, areas for proactive engagement, and risk factors
Establish, track, and report on CS KPIs and team performance metrics
Cultivate a culture of learning, collaboration, and customer-centricity
Stay on top of CS/industry trends and drive innovation in CS practice

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementTeam LeadershipCustomer RetentionOnboardingRenewalsCustomer ExpansionData AnalysisKPI TrackingCross-Functional CollaborationPlaybooksCS Tooling

Questions & Answers

Common questions about this position

What experience is required for the Director of Customer Success - EMEA role?

Candidates need 5+ years in customer success, account management, or client-facing roles, at least 2+ years in a leadership or management position, and experience overseeing onboarding/implementation.

What key skills are needed for this position?

Required skills include strong analytical skills to use data for decisions, excellent interpersonal and communication skills, experience with CRM tools like Salesforce and CS platforms like Gainsight or ChurnZero, and comfort in fast-paced environments.

What is the salary or compensation for this role?

This information is not specified in the job description.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What benefits does Canary Technologies offer?

Benefits include Canary Days with company-wide days off each month for recharging, and a Self Improvement Club with a monthly budget for personal goal-related purchases.

Canary Technologies

Hospitality management software for hotels

About Canary Technologies

Canary Technologies specializes in hospitality management software aimed at improving the guest experience and optimizing hotel operations. Their main product is a Digital Guest Journey Platform that offers features like room upgrades, early check-in, late checkout, and other amenities, allowing hotels to provide personalized services while maximizing revenue. This platform integrates smoothly with existing hotel technologies, ensuring efficient operations. Unlike many competitors, Canary Technologies operates on a subscription-based model, providing a scalable software-as-a-service (SaaS) solution that caters to a wide range of clients, from small boutique hotels to large chains. The company's goal is to transform hotel management by enhancing guest satisfaction and driving revenue growth.

None, CaliforniaHeadquarters

2018Year Founded

$92.5MTotal Funding

SERIES_CCompany Stage

Enterprise Software, Consumer GoodsIndustries

51-200Employees

Benefits

Health insurance

Flexible working hours

Training & career development

Regular team building events

Travel stipend at Canary hotels

Internal promotions

Stocked kitchen

Risks

Emerging competition from Otelier's AP automation product challenges Canary's market share.

Guesty's $130 million funding round enhances its competitive capabilities.

Rapid AI growth in tourism increases pressure on Canary to innovate.

Differentiation

Canary Technologies offers a comprehensive Digital Guest Journey Platform for hotels.

The platform integrates seamlessly with existing hotel technology stacks.

Canary Technologies focuses on AI-driven personalization in guest services.

Upsides

Canary Technologies won eight 2025 HotelTechAwards, showcasing industry recognition.

Partnerships with BWH and TUI Hotels enhance Canary's market presence.

The rise of contactless technology adoption benefits Canary's mobile check-in solutions.

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