Customer Success Manager, Global Strategic Brands

Job description

### **About Us** Think about your last hotel stay. Did you skip the front desk line with mobile check-in? Message the staff for extra pillows? Order a late-night snack with a tap on your phone? **Then you’ve likely run into Canary in the wild.** [Canary Technologies](https://www.canarytechnologies.com/) is the leading agentic AI platform for hotel and guest management, powering the digital infrastructure for more than 20,000 hotels in 125+ countries. The world's most renowned hospitality brands, including Marriott International, Four Seasons and Wyndham Hotels & Resorts, partner with us to increase revenue, improve operations and elevate the guest experience. We’ve executed the largest deployment of autonomous AI systems in hospitality, building technology that fundamentally redefines how guests and hotels interact. It’s made us one of the top-funded hotel technology companies in the world, with nearly **$200M raised to date.** Canary has been recognized as a 2024 and 2025 **Deloitte Technology Fast 500™ company, Inc. 5000 fastest-growing company,** and **swept the 2026 HotelTechAwards**, including *Best Place to Work, #1 Guest Experience Platform,* and *the Hotelier’s Choice Award*. We’re scaling our team to bring innovation to life faster than ever. We're growing quickly, and we're looking for people who are passionate about their work, want to grow with us and are ready to take on more responsibility along the way. We value rigor and velocity in equal measure: high standards, fast pace, real ownership. If that's the environment you're looking for, this is the place for you. **Come join us! Let’s shape the future of hospitality together.** **About the Role** 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 initiatives—ensuring 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 Consulting—preferably 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.*