Senior Customer Success Manager

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

📋 Description

• Strategic Onboarding & Implementation: Assume complete responsibility for the relationship to onboard and implement strategic accounts efficiently and effectively. Collaborate with clients to reduce time-to-value and ensure full alignment between their strategic objectives and Canary's product capabilities.

• Cross-Functional Collaboration: Collaborate closely with our Product and Engineering teams to manage technical workflows and guarantee a smooth, hassle-free implementation process for complex accounts.

• Team Leadership & Mentorship: Assist in coaching and developing other members of the EMEA customer success team, sharing best practices to enhance the team's overall performance.

• Process Optimization: Work together with the Director of Customer Success, Customer Success Implementation Team Lead, and EMEA Product teams to introduce new onboarding processes and specialized workflows tailored to the specific needs of strategic accounts in the EMEA region.

• Lifecycle & Account Management: Serve as the dedicated Customer Success Manager once accounts are operational. Effectively transition customers from pilot phases to full contracts, ensuring long-term satisfaction and retention.

• Portfolio Growth: Manage a strategic portfolio, acting as a trusted advisor to identify pain points, unlock cross-sell opportunities, and collaborate with Sales to drive revenue expansion.

• Product Expertise: Possess a thorough understanding of Canary’s products, both existing and future, to clearly articulate their value and impact to enterprise-level clients.

• Location: Ideally based in Barcelona, Spain (preferred, but not mandatory).

• Travel: Willingness to travel within the region as needed to conduct in-person strategic alignments or business reviews with high-value accounts.

⛳️ Requirements

• Experience: Over 5 years of Customer Success experience within a SaaS environment, demonstrating a proven track record of managing enterprise or strategic accounts.

• Language Requirements: Fluency in both Spanish and English (written and spoken) is essential.

• Education: Bachelor’s degree or equivalent qualification.

• Implementations: Proven experience in navigating intricate technical implementations and working closely with Product and Engineering teams.

• Data Literacy: Demonstrated ability to manage KPIs and convert complex metrics into compelling narratives, utilizing data insights to proactively identify and highlight strategic and commercial opportunities during pilot phases.

• Tool Proficiency: Extensive hands-on experience with customer success, CRM, and AI platforms. Specifically, proficiency with **Gainsight**, **Salesforce**, and **Claude** is crucial for managing complex implementations, monitoring onboarding milestones, and automating project workflows.

• Project Management Skills: Outstanding project management capabilities, with a proven ability to handle multiple complex implementation timelines, technical requirements, and cross-functional dependencies concurrently.

• Exceptional Relationship-Building Skills: Skilled in facilitating executive-level alignment and managing high-stakes stakeholder relationships.

• Coaching and Mentorship: Proven experience in mentoring junior team members and establishing scalable operational processes from the ground up.

• Strong Commercial Acumen: Experience in transitioning clients from pilots to full contracts and identifying expansion/cross-sell opportunities.

• Desired: Strong expertise in hospitality, with previous experience in hospitality technology, hotel operations, or managing enterprise-level hotel accounts.

🏝️ Benefits

• Canary Days: We prioritize ensuring that our team has time to recharge. Each month, we provide company-wide days off to guarantee at least one extended weekend or day off.

• Self Improvement Club: We convene monthly to share our personal goals for the month. Each participant is allocated a budget for purchases that assist in achieving these goals.

• Professional Development Chats: We offer 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, receiving a travel stipend for their visits. Enjoy working with our team in their office while also exploring a new city!

• Personal Travel Reimbursement: If you stay at a hotel partnered with Canary, we offer a credit towards your accommodation.