Scaled Touch Customer Success Manager

Canary Technologies is a fast-growing enterprise hospitality technology company that provides hotels with innovative solutions to drive efficiency and enhance the guest experience.

Our core solutions get rid of antiquated technology in hotels. With backing from some of the top investors in Silicon Valley, including Y Combinator, Canary Technologies is trusted by thousands worldwide and serves some of the world’s largest and most iconic hotel brands.

Find out if this opportunity is a good fit by reading all of the information that follows below.

About You

We are looking for a Scaled Customer Success Manager who understands the value of nurturing customer relationships, at scale.

Our CS team needs ambitious, highly productive individuals to provide us with engagement and adoption best practices and help drive business value for our ever-growing customer base.

We need fresh eyes and customer-centric people who can help us build an outstanding Scaled Customer Success program. Successful applicants will be creative, curious, upbeat and self-driven.

Our Scaled CSM will understand the customer and their use cases and know how to be a trusted partner so hotels can grow with Canary.

About The Role

Our Scaled CSM will be responsible for engaging with customers post-sale, driving user adoption and business value to help support high retention.

They will work with a large portfolio of customers to proactively drive engagement & adoption as well as act as the voice of their customers internally at Canary.

They can manage numerous customers at different stages of the customer lifecycle with ease. A Scaled CSM must love and understand a product in-depth and educate customers on how it can benefit them.

Responsibilities

• Manage post-sales activity for hundreds of Canary’s customers through touch points that require product knowledge, prioritization, project management and the ability to quickly build rapport.
• Maintain a deep understanding of the product and make recommendations on how customers can use it to accelerate their own business objectives.
• Demonstrate both high-touch and one-to-many tactics with customers to drive positive outcomes and articulate value realized for their businesses.
• Develop, test, and iterate on scaled playbooks and engagement strategies.
• Analyze customer data to build and execute engagement strategies within your customer portfolio.
• Proactively identify and flag churn risk and work actively with broader account team to mitigate.
• Partner with Account Management, Marketing, and Ops to provide effective customer engagements.
• Function as the voice of the customer, identifying customer trends and providing internal feedback on how Canary can better serve our customers.

Qualifications

• Bachelor's Degree required.
• 3+ years experience supporting customers in customer success / account management / customer marketing at scale.
• Significant level of comfort interacting with a high volume of customers, over a variety of mediums (phone, email, webinars).
• Strong writing skills and marketing experience would be a plus.
• Self-starter who has fresh ideas when it comes to growing customer engagement.
• You know how to listen to the customer and translate their business needs into a personalized consultation.
• Great prioritization skills and ability to execute on customer-facing activities.
• Ability to make changes on the fly and continuously improve our processes.
• Familiarity with Salesforce.
• Experience with Gainsight & Pendo / UX tech is a plus.
• Team player and customer advocate motivated by helping others succeed.
• Highly data-driven and intrigued by the challenge of delivering a customized yet repeatable experience to hundreds of customers.
• You're a go-getter who thrives in a fast-paced environment, embraces change and takes the initiative to get things done.

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.

We also work hard to ensure Canary is a fun and exciting place to work. How do we do this?

First off, we've added Canary Days to the calendar as company holidays to ensure that the team has time to recharge. Whether that means having an extended weekend each month or making sure there are sufficient breaks incorporated into the team's busy workweek, we want everyone to get the rest they deserve!

Second, we have a list of clubs and perks that create space for us to hang out :

• Self Improvement Club : We meet each month and share our personal goals for the month. We are able to expense $75 towards any purchases that helped us achieve these goals.
• Fireside Chat : We meet each month to discuss a wide range of issues. This group was started focused on women's issues and has expanded in scope over the last several months.
• $50 to stay at any hotel that uses Canary Check-in.
• Book a trip at one of the hotels that has Canary Checkin, stay there, leave a review on TripAdvisor / Google and get a $50 reimbursement!
• $500 travel reimbursement : We offer you the chance to visit our offices in New York, San Francisco or Dallas by providing a travel stipend.

Spend at least three days working with the team in either hub, and use the rest of your time exploring a new city!

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