SMB Customer Success Manager at Canary Technologies

San Francisco, California, United States

Apply Now

Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Hospitality, TechnologyIndustries

Requirements

Bachelor's degree (BS/BA)
3-4 years of proven experience in account management or customer success, preferably within a high-volume B2B SaaS environment
Strong understanding of customer success methodologies and best practices, particularly in a low-touch, high-volume model
Excellent communication skills, with an emphasis on written and digital communication for scaled engagement
Ability to manage multiple accounts simultaneously and prioritize tasks effectively, utilizing CRM and customer success platforms
Proficiency in leveraging technology (e.g., CRM, customer success platforms, marketing automation tools) to manage customer relationships at scale
Familiarity with the hotel or hospitality industry is a plus

Responsibilities

Customer Retention: Proactively engage with a large portfolio of SMB hotel accounts to ensure continued satisfaction and utilization of Canary products. Utilize automated tools and scaled outreach methods to identify and mitigate risks to customer churn
Customer Health Management: Monitor customer health metrics across a broad base of accounts, identify common areas for improvement, and develop scalable action plans to increase customer success for SMB partners
Customer Expansion: Proactively identify opportunities for product expansion within existing SMB accounts, collaborating with sales teams to drive upsell and cross-sell initiatives through targeted, technology-driven campaigns
Relationship Management: Build and maintain relationships with key stakeholders at client hotels through efficient and intentional scaled communication, leveraging digital channels and automated touchpoints
Product Expertise: Become a subject matter expert on Canary Technologies' product suite, providing guidance and best practices to a wide range of SMB customers through self-service resources and automated communications
Issue Resolution: Act as a point of contact for common customer issues, working cross-functionally with support, product, and engineering teams to ensure timely resolution for SMB accounts, often guiding customers to self-serve solutions
Scaled Engagement: Employ technology and automation to produce meaningful customer touchpoints that are scaled yet intentional, ensuring a consistent and valuable experience for a high volume of accounts

Skills

Key technologies and capabilities for this role

Customer Success ManagementAccount ManagementCustomer RetentionChurn MitigationCustomer Health MetricsProduct ExpansionUpsellCross-sellRelationship ManagementAutomated ToolsScalable Outreach

Questions & Answers

Common questions about this position

What experience is required for the SMB Customer Success Manager role?

Candidates need a Bachelor's degree and 3-4 years of proven experience in account management or customer success, preferably in a high-volume B2B SaaS environment, along with a strong understanding of customer success.

Is this a full-time position?

Yes, this is a full-time role.

What are the main responsibilities of the SMB Customer Success Manager?

The role involves customer retention through proactive engagement, monitoring customer health metrics, identifying expansion opportunities, building relationships via scaled communication, product expertise, issue resolution, and scaled engagement using technology and automation.

What is the salary or compensation for this position?

This information is not specified in the job description.

What makes a strong candidate for this Customer Success Manager role?

A strong candidate has 3-4 years of experience in account management or customer success in a high-volume B2B SaaS environment, a Bachelor's degree, and a strong understanding of customer success principles.

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.

Land your dream remote job 3x faster with AI

Try Jobo Free