Customer Success Manager, Global Strategic Brands

Customer Success Manager, Global Strategic Brands

As a Customer Success Manager, Global Strategic Brands you will serve as the strategic owner of Canary's largest and most complex enterprise hotel groups. You will quarterback across deployments, expansions, and adoption initiativesensuring that Canary delivers measurable value and becomes a long-term strategic partner to our enterprise customers.

You will collaborate closely with the Implementation Manager (responsible for deployment and integrations) and Enterprise Sales (responsible for expansion and new product revenue). Your role is to align these work streams to customer goals, foster strong executive relationships, and drive long-term account success.

What You'll Do

• Serve as the strategic owner of assigned global strategic accounts, maintaining long-term executive and operational relationships.
• Quarterback across work streams, coordinating with the Implementation Manager (deployments) and Sales (expansions).
• Lead strategic account planning: develop success plans tied to brand-level outcomes and property-level adoption.
• Conduct regular executive business reviews, providing insights, surfacing risks, and identifying opportunities for deeper partnership.
• Ensure smooth transitions from deployment to adoption by partnering with the Implementation Manager.
• Monitor product usage and adoption across large portfolios; intervene to mitigate risks and drive outcomes.
• Partner with Sales to uncover and execute expansion opportunities, ensuring seamless customer experience through the sales cycle.
• Advocate for customer needs internally by partnering with Product, Engineering, and Support teams to influence roadmap and resolve escalations.
• Promote customer advocacy, transforming satisfied brands into champions of Canary.

What We're Looking For

• BA/BS degree.
• 5+ years in Enterprise Customer Success, Account Management, or Strategic Consultingpreferably in hospitality technology or SaaS.
• Proven ability to manage complex, multi-stakeholder enterprise accounts.
• Strong executive communication skills with the ability to influence C-level stakeholders.
• Experience in strategic planning and account growth within global or multi-property enterprises.
• Collaborative mindset, with proven ability to work cross-functionally with technical and commercial counterparts.
• Strong problem-solving skills and ability to manage competing priorities in fast-paced environments.
• Project Management Professional (PMP) certification or equivalent experience is a plus.

Compensation

Target cash compensation ranges from $147,200 $200,000, including a fixed annual salary and a performance-based bonus paid quarterly.

This role also includes a stock option grant, subject to board approval.

Actual compensation will be commensurate with the candidate's skill level, experience, and specific work location.

Perks & Benefits

We work hard to make Canary a fun, rewarding, and high-energy place to work. Here's how we take care of our flock:

Time Off

• Unlimited PTO: Take the time you need to truly rest and recharge.
• Holidays + Canary Days: Standard holidays plus monthly company-wide days off for a guaranteed long weekend.
• Birthday Holiday: A dedicated day off to celebrate you!

Travel & Office Flexibility

• Office Exchange: A travel stipend to visit the team in person at our SF, NY, or Dallas hubs.
• Canary Hotel Experience: Staying at a Canary hotel? We've got you covered with a credit toward your stay.
• Preferred Hotels Discount: Enjoy a minimum 30% off the best available rate at select partner hotels globally.

Growth & Community

• Self Improvement Club: A monthly budget to help you smash your personal goals.
• Professional Development: Level up your career with a dedicated learning stipend to fuel your skills and cross-functional connection.
• Referral Program: Help us grow the flock and score a cash bonus for successful hires.

Canary Technologies is an equal opportunity employer. We recruit, employ, train, compensate and promote talent regardless of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information or any other protected characteristic.