Customer Success Strategy & Operations Manager

Customer Success Strategy & Operations Manager

Canary Technologies is changing the game for hotels with modern software powered by Canary's hospitality-specific AI platform. Canary is utilized by 20,000+ hoteliers in 100+ countries to equip hoteliers with the technology they need to work smarter and wow their guests. Major hotel brands such as Wyndham, Marriott, IHG, Four Seasons, Rosewood, and Best Western trust Canary to deliver results.

Responsibilities

• Support CS Operations : Partner with the Senior CS Operations & Strategy Manager to execute projects, troubleshoot workflow issues, and analyze data to support strategic decisions.
• Support GTM Data Needs : Respond to ad-hoc analytics and data ticket requests from CS and other GTM teams, delivering timely, accurate insights to inform decision-making.
• Own Reporting Infrastructure : Create dashboards and reporting frameworks that surface actionable insights across implementation, adoption, risk, renewals, and NRR.
• Ensure Data Integrity : Own data hygiene across platforms, resolve discrepancies in customer data, and maintain accurate segmentation and health score logic.
• Drive Operational Efficiency : Analyze and improve CS processes to reduce manual work, increase team efficiency, and ensure scalability of workflows like onboarding, QBRs, and renewal tracking.
• Manage Tooling & Automation : Manage and optimize the CS tech stack (Gainsight, Salesforce, Gong), implement lifecycle automations, and support feature rollout and user adoption across the team.
• Maintain Documentation : Create and maintain documentation for processes, procedures, and best practices.

Qualifications

$90,000 - $100,000 a year

The base salary range for this role is $90,000 - $100,000 annualized salary. This is subject to standard withholding and applicable taxes. Actual compensation will be commensurate with the candidate's skill level, experience, and specific work location. This role may also include the opportunity to earn a discretionary bonus and / or equity.

We also work hard to ensure Canary is a fun and exciting place to work! Here are some of the additional benefits :

Canary Technologies is an equal opportunity employer. We recruit, employ, train, compensate and promote talent regardless of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information or any other protected characteristic.