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Salary: USD 147,200 - 200,000 / annual
Canary Technologies is the leading agentic AI platform for hotel and guest management, powering digital infrastructure for 20,000+ hotels across 125+ countries. Major hospitality brands including Marriott International, Four Seasons, and Wyndham Hotels & Resorts rely on Canary to increase revenue, improve operations, and elevate guest experiences.
As Customer Success Manager for 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 Canary delivers measurable value and becomes a long-term strategic partner.
Key Responsibilities:
- Serve as strategic owner of assigned global strategic accounts, maintaining long-term executive and operational relationships
- Quarterback across work streams, coordinating with Implementation Managers (deployments) and Sales teams (expansions)
- Lead strategic account planning tied to brand-level outcomes and property-level adoption
- Conduct regular executive business reviews, providing insights, surfacing risks, and identifying partnership opportunities
- Ensure smooth transitions from deployment to adoption phases
- Monitor product usage and adoption across large portfolios; intervene to mitigate risks and drive outcomes
- Partner with Sales to uncover and execute expansion opportunities
- 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 Canary champions
Requirements:
- 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 ability to influence C-level stakeholders
- Experience in strategic planning and account growth within global or multi-property enterprises
- Collaborative mindset with proven cross-functional ability to work 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
