Customer Success Manager

| San Francisco, CA, USA | Hybrid
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Canary Technologies is a fast-growing enterprise hospitality technology company that provides hotels with innovative solutions to drive efficiency and enhance the guest experience. Our core solutions get rid of antiquated technology in hotels. With backing from some of the top investors in Silicon Valley, including Y Combinator, Canary Technologies is trusted by thousands worldwide and serves some of the world’s largest and most iconic hotel brands.



About You

You are a motivated self-starter who thrives in a fast paced environment, and are energized by the opportunity to help build the Customer Success department from the ground up. You have demonstrated success driving strong product adoption and cultivating fruitful customer relationships. You are excited to dive into the details and help craft the onboarding, adoption, and retention playbooks that will make up the foundation of the Customer Success function at Canary.


About the Role

This role is part of the Customer Success team and is responsible for forging strong, fruitful relationships with our customers. We are growing quickly, and the day-to-day responsibilities will evolve as the company grows. You will have the opportunity to work cross-functionally with the entire team, including leadership, to help design and operationalize processes that will drive seamless implementation, healthy product adoption, and revenue expansion within our customer base.


Responsibilities

  • Onboard customers on Canary’s suite of solutions and ensure key stakeholders have strong working knowledge of all features and functionality
  • Help design and execute health management playbooks to proactively identify risks within the customer base and opportunities to expand Canary’s footprint
  • Identify product gaps and opportunities to better serve our customers, and work with our Product team to define requirements and beta test solutions
  • Act as a trusted advisor and conduct business reviews with key stakeholders within priority brands and management companies
  • Evangelize the voice of our customers within Canary to help us continue putting the customer at the center of everything we do

Qualifications

  • BA/BS
  • 3+ years experience in Customer Success or Account Management
  • Excellent written and verbal communication skills, with emphasis on active listening
  • Demonstrated history of forging strong business relationships that lead to fruitful, long lasting partnerships
  • Ability to be self directed and operate successfully in a lean, fast-paced organization
  • Prior experience in Hospitality strongly preferred
  • Prior experience with Salesforce preferred
  • Prior experience with collaboration software preferred (Slack, Asana, etc.)

Benefits

  • Health Care Plan (Medical, Dental and Vision)
  • Paid Time Off (Vacation, Sick & Public Holidays) and Canary Days
  • Stock Option Plan
  • Flexibility to visit and travel to our offices (NY or Dallas)
  • Paid Parental Leave
  • A diverse, world-wide team

We also work hard to ensure Canary is a fun and exciting place to work. How do we do this?


First off, we've added Canary Days to the calendar as company holidays to ensure that the team has time to recharge. Whether that means having an extended weekend each month or making sure there are sufficient breaks incorporated into the team's busy workweek, we want everyone to get the rest they deserve!


Second, we have a list clubs and perks listed below that create space for us to hang out:


Self Improvement Club: We meet each month and share our personal goals for the month. We are able to expense $75 towards any purchases that helped us achieve these goals.


Fireside Chat: We meet each month to discuss a wide range of issues. This group was started focused on women's issues and has expanded in scope over the last several months.


$50 to stay at any hotel that uses Canary Check-in


Book a trip at one of the hotels that has Canary Checkin, stay there, leave a review on TripAdvisor/Google and get a $50 reimbursement!


$500 travel reimbursement: We offer you the chance to visit our offices in New York, San Francisco or Dallas by providing a travel stipend. Spend at least three days working with the team in either hub, and use the rest of your time exploring a new city!

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Location

450 9th Street, San Francisco, CA 94103

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