Senior Customer Success Manager

Senior Customer Success Manager

We're seeking a proactive, highly strategic, and driven Senior Customer Success Manager to join our EMEA Customer Success team. In this role, you will take ownership of the onboarding and implementation of some of our most strategic accounts across the EMEA region. These high-impact deals hold immense value for Canary, driven either by substantial revenue potential or the prestigious regional status of the hotel property itself.

As a Senior CSM, you will collaborate closely with the Product, Engineering, and Sales teams to ensure a smooth, rapid implementation process that aligns the hotel's desired outcomes with our product's capabilities. Beyond managing your own book of business, you will act as a leader within the region, coaching other customer success team members and collaborating on building scalable processes and workflows needed to onboard our highest-value accounts. 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

• Strategic Onboarding & Implementation: Take full ownership of the relationship to onboard and implement strategic accounts as quickly and smoothly as possible. Partner with clients to minimize time-to-value and ensure absolute alignment between their strategic goals and Canary's product capabilities.
• Cross-Functional Collaboration: Work hand in hand with our Product and Engineering teams to navigate technical workflows and ensure a seamless, frictionless implementation process for complex accounts.
• Team Leadership & Mentorship: Help coach and develop other members of the EMEA customer success team, sharing best practices and elevating the team's overall performance.
• Process Optimization: Collaborate with the Director of Customer Success, Customer Success Implementation Team Lead and EMEA Product teams to implement new onboarding processes and specialized workflows tailored specifically to the needs of strategic accounts within the EMEA region.
• Lifecycle & Account Management: Act as the dedicated Customer Success Manager once accounts are live. Seamlessly guide customers through pilot phases into full contracts, ensuring long-term retention and satisfaction.
• Portfolio Growth: Own a strategic book of business, acting as a trusted advisor to identify pain points, unlock cross-sell opportunities, and partner with Sales to expand revenue.
• Product Expertise: Deeply understand Canary's products, both current and future, to effectively communicate their value and impact to enterprise-level clients.
• Location: Ideally located in Barcelona, Spain (preferred, but not compulsory).
• Travel: Willingness to travel regionally as needed to conduct in-person strategic alignments or business reviews with high-value accounts.

Qualifications

• Experience: 5+ years of Customer Success experience in a SaaS environment, with a proven track record of managing enterprise or strategic accounts.
• Language Requirements: Complete fluency in both Spanish and English (written and spoken) is mandatory.
• Education: Bachelor's degree or equivalent.
• Implementations: Experience navigating complex technical implementations and collaborating closely with Product and Engineering teams.
• Data Literacy: Proven ability to manage KPIs and translate complex metrics into compelling data stories, leveraging data insights to proactively identify and call out strategic and commercial opportunities during pilot phases.
• Tool Proficiency: Strong hands-on experience using customer success, CRM, and AI platforms. Specifically, experience utilizing Gainsight, Salesforce, and Claude is highly required for managing complex implementations, tracking onboarding milestones, and automating project workflows.
• Project Management Skills: Exceptional project management abilities, with a proven capacity to manage multiple complex implementation timelines, technical requirements, and cross-functional dependencies simultaneously.
• Exceptional relationship-building skills: Capable of driving executive-level alignment and managing high-stakes stakeholder relationships.
• Coaching and Mentorship: Proven ability to mentor junior team members and build scalable operational processes from the ground up.
• Strong commercial acumen: Experience moving clients from pilots to full contracts and uncovering expansion/cross-sell opportunities.
• Desired: Strong hospitality expertise: prior experience within hospitality technology, hotel operations, or managing enterprise-level hotel accounts.

Compensation

Target cash compensation ranges from €93,000 – €101,000, 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.

We also work hard to ensure Canary is a fun and exciting place to work! Here are some of the additional benefits:

Canary Days: As a company we want to ensure that the team has time to recharge. Each month we provide company wide days off to ensure there is at least one extended weekend or day off.

Self Improvement Club: We meet each month and share our personal goals for the month. Each individual is provided a budget towards any purchases that help us achieve these goals.

Professional Development Chats: We provide budget to help drive cross functional professional development conversations across the organization.

Travel Reimbursement: Team members are able to visit our offices across New York, San Francisco or Dallas when they choose, and are provided a travel stipend for doing so. Spend time working with the team in their office, and use the rest of your time exploring a new city!

Personal Travel Reimbursement: If you stay at a hotel that Canary works with, we provide a credit towards your stay.

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.