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Canary Technologies · 2 days ago

SMB Customer Success Manager

New York, NY

Full-time

Hybrid

Mid Level

$92K/yr - $109K/yr

3+ years exp

Canary Technologies is a leader in hospitality software, transforming how hotels operate with their AI-driven platform. The SMB Customer Success Manager will manage a large portfolio of hotel accounts, focusing on customer satisfaction, retention, and expansion opportunities through technology-driven initiatives.

Enterprise SoftwareHospitalityHotelProductivity Tools

Growth Opportunities

Responsibilities

Customer Retention: Proactively engage with a large portfolio of SMB hotel accounts to ensure continued satisfaction and utilization of Canary products. Utilize automated tools and scaled outreach methods to identify and mitigate risks

Customer Health Management: Monitor customer health metrics across a broad base of accounts, identify common areas for improvement, and develop scalable action plans to increase customer success for SMB partners

Customer Expansion: Proactively identify opportunities for product expansion within existing SMB accounts, collaborating with sales teams to drive upsell and cross-sell initiatives through targeted, technology-driven campaigns

Relationship Management: Build and maintain relationships with key stakeholders at client hotels through efficient and intentional scaled communication, leveraging digital channels and automated touch points

Product Expertise: Become a subject matter expert on Canary Technologies' product suite, providing guidance and best practices to a wide range of SMB customers through self-service resources and automated communications

Issue Resolution: Act as a point of contact for common customer issues, working cross-functionally with support, product, and engineering teams to ensure timely resolution for SMB accounts, often guiding customers to self-serve solutions

Scaled Engagement: Employ technology and automation to produce meaningful customer touch points that are scaled yet intentional, ensuring a consistent and valuable experience for a high volume of accounts

Qualification

Account ManagementCustomer SuccessCRM ProficiencyB2B SaaS ExperienceCommunication SkillsHospitality Industry KnowledgeRelationship ManagementTime Management

Required

Bachelor's degree (BS/BA)

3-4 years of proven experience in account management or customer success, preferably within a high-volume B2B SaaS environment

Strong understanding of customer success methodologies and best practices, particularly in a low-touch, high-volume model

Excellent communication skills, with an emphasis on written and digital communication for scaled engagement

Ability to manage multiple accounts simultaneously and prioritize tasks effectively, utilizing CRM and customer success platforms

Proficiency in leveraging technology (e.g., CRM, customer success platforms, marketing automation tools) to manage customer relationships at scale

Preferred

Familiarity with the hotel or hospitality industry is a plus

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.