Customer Success Manager, Global Strategic Brands

This is a fully remote position, open to applicants in District of Columbia, +1 more state.

📋 Description

• Act as the strategic lead for designated global strategic accounts.

• Foster long-term relationships with executives and operational teams.

• Collaborate with the Implementation Manager for deployments and with Sales for expansions.

• Direct the strategic account planning process and create success plans aligned with brand-level goals and property-level adoption.

• Conduct regular business reviews with executives.

• Offer insights, highlight risks, and pinpoint additional partnership opportunities.

• Ensure seamless transitions from deployment to adoption phases.

• Track product usage and adoption across extensive portfolios.

• Mitigate risks and enhance customer outcomes.

• Collaborate with Sales to pursue expansion opportunities.

• Represent customer needs to Product, Engineering, and Support teams.

• Shape the product roadmap and address escalations effectively.

• Foster customer advocacy and transform satisfied brands into enthusiastic Canary supporters.

⛳️ Requirements

• BA/BS degree required.

• Over 5 years of experience in Enterprise Customer Success, Account Management, or Strategic Consulting.

• Preferably experience in hospitality technology or SaaS sectors.

• Demonstrated ability to manage intricate, multi-stakeholder enterprise accounts.

• Excellent executive communication skills with the capability to influence C-level stakeholders.

• Experience in strategic planning and account growth within global or multi-property enterprises.

• Ability to collaborate cross-functionally with technical and commercial teams.

• Strong problem-solving abilities and adept at managing competing priorities in dynamic environments.

• PMP certification or equivalent experience is advantageous.

🏝️ Benefits

• Unlimited paid time off (PTO).

• Standard holidays plus monthly company-wide Canary Days.

• Additional holiday for your birthday.

• Travel stipend for visiting team hubs in San Francisco, New York, or Dallas.

• Credit for stays at Canary hotels.

• Minimum 30% discount at select partner hotels worldwide.

• Monthly budget for self-improvement activities.

• Stipend for professional development learning.

• Cash bonus through a referral program.

• Stock option grant, subject to board approval.

• Quarterly performance-based bonus.