Customer Success Manager

This is a fully remote position, open to applicants in Germany.

📋 Description

• Assume complete responsibility for the post-onboarding "in-life" relationship with customers, guaranteeing long-term retention and satisfaction.

• Actively track customer usage and engagement, working alongside clients to ensure full product adoption.

• Frequently evaluate customer health metrics to formulate proactive engagement strategies.

• Work in conjunction with the EMEA Customer Success leadership to create, test, and implement new post-implementation processes.

• Serve as a trusted advisor to identify pain points and collaborate with Sales to enhance revenue.

⛳️ Requirements

• Over 3 years of experience in Customer Success or Account Management in a B2B SaaS context, with a specific focus on post-onboarding account lifecycle, adoption, and retention.

• Proficiency in both German and English at a native level (written and spoken) is essential.

• Extensive hands-on experience with customer success, CRM, and AI platforms, particularly with Gainsight, Salesforce, and Claude is highly desirable.

• Demonstrated capability to manage KPIs, analyze customer health data, and convert complex metrics into engaging data narratives.

• Proven track record of developing and refining scalable operational processes for in-life account management.

• Established ability to cultivate strong, cross-functional relationships at all levels within a hotel's organization.

🏝️ Benefits

• Canary Days: Each month, we offer company-wide days off to ensure at least one extended weekend or day off.

• Self Improvement Club: Every individual receives a budget for purchases that support personal development goals.

• Professional Development Chats: We allocate a budget to facilitate cross-functional professional development discussions throughout the organization.

• Travel Reimbursement: Team members can visit our offices in New York, San Francisco, or Dallas at their convenience, with a travel stipend provided.

• Personal Travel Reimbursement: If you stay at a hotel affiliated with Canary, we offer a credit toward your stay.