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Canary Technologies · 18 hours ago

Director of Customer Success

New York, NY

Full-time

Hybrid

Director/Executive

$201K/yr - $259K/yr

8+ years exp

Canary Technologies is a company transforming the hospitality industry with its AI-powered software. They are looking for a Director of Customer Success to lead a team focused on customer retention and maximizing lifetime value post-product adoption.

Enterprise SoftwareHospitalityHotelProductivity Tools

Growth Opportunities

Responsibilities

Lead, mentor, and develop a team of Customer Success Managers, ensuring their continuous professional growth and skill enhancement

Drive customer retention strategies and initiatives, ensuring high levels of customer satisfaction and loyalty

Oversee the entire customer lifecycle including post-product adoption, ongoing engagement, and renewals

Develop and implement best practices for customer success, including playbooks, processes, and tools to optimize team efficiency and effectiveness

Collaborate cross-functionally with sales, product, and marketing teams to align customer success initiatives with overall business goals

Analyze customer data and feedback to identify trends, areas for improvement, and opportunities for proactive engagement

Establish and track key performance indicators (KPIs) for the Customer Success team, regularly reporting on progress and outcomes

Foster a culture of continuous learning, collaboration, and customer-centricity within the team

Stay informed about industry trends and best practices in customer success to drive innovation and maintain a competitive edge

Qualification

Customer Success ManagementTeam LeadershipAnalytical SkillsCRM SoftwareCustomer Success PlatformsCoachingMentoringInterpersonal SkillsCommunication Skills

Required

Minimum of 8+ years of experience in customer success, account management, or a similar client-facing role, with at least 2+ years in a leadership or management position

Proven track record of successfully leading and developing high-performing customer success teams

Strong analytical skills and an aptitude for understanding and leveraging data to drive decision making

Exceptional interpersonal and communication skills, with the ability to build strong relationships with both internal and external stakeholders

Excellent coaching and mentoring abilities, with a passion for developing talent

Experience with CRM software (e.g., Salesforce) and customer success platforms (e.g., Gainsight, ChurnZero)

Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities

Benefits

Canary Days: As a company we want to ensure that the team has time to recharge. Each month we provide company wide days off to ensure there is at least one extended weekend or day off.

Self Improvement Club: We meet each month and share our personal goals for the month. Each individual is provided a budget towards any purchases that help us achieve these goals.

Professional Development Chats: We provide budget to help drive cross functional professional development conversations across the organization.

Travel Reimbursement: Team members are able to visit our offices across New York, San Francisco or Dallas when they choose, and are provided a travel stipend for doing so. Spend time working with the team in their office, and use the rest of your time exploring a new city!

Personal Travel Reimbursement: If you stay at a hotel that Canary works with, we provide a credit towards your stay.