Senior Customer Success Manager

Join Canary, a leading hospitality technology company, as a Senior Customer Success Manager. In this role, you will take ownership of onboarding and implementing strategic accounts across the EMEA region, collaborating closely with Product, Engineering, and Sales teams. You will also mentor other customer success team members and help optimize processes for onboarding high-value accounts. This position offers the opportunity to directly influence the company's expansion and shape the future of hospitality technology in EMEA.

• Assumer la responsabilité de l'intégration et de la mise en œuvre de comptes stratégiques, en veillant à ce que les objectifs stratégiques des clients soient alignés sur les capacités du produit.
• Collaborer étroitement avec les équipes Produit, Ingénierie et Ventes pour garantir un processus d'implémentation fluide et rapide.
• Agir en tant que leader au sein de la région, en coachant d'autres membres de l'équipe de réussite client et en collaborant à l'élaboration de processus et de flux de travail évolutifs.
• Implementations: Experience navigating complex technical implementations and collaborating closely with Product and Engineering teams
• Coaching and Mentorship: Proven ability to mentor junior team members and build scalable operational processes from the ground up
• Data Literacy: Proven ability to manage KPIs and translate complex metrics into compelling data stories, leveraging data insights to proactively identify and call out strategic and commercial opportunities during pilot phases
• Education: Bachelor’s degree or equivalent
• Strong commercial acumen: Experience moving clients from pilots to full contracts and uncovering expansion/cross-sell opportunities
• Project Management Skills: Exceptional project management abilities, with a proven capacity to manage multiple complex implementation timelines, technical requirements, and cross-functional dependencies simultaneously
• Tool Proficiency: Strong hands-on experience using customer success, CRM, and AI platforms. Specifically, experience utilising Gainsight, Salesforce, and Claude is highly required for managing complex implementations, tracking onboarding milestones, and automating project workflows
• Desired: Strong hospitality expertise: prior experience within hospitality technology, hotel operations, or managing enterprise-level hotel accounts
• Experience: 5+ years of Customer Success experience in a SaaS environment, with a proven track record of managing enterprise or strategic accounts
• Exceptional relationship-building skills: Capable of driving executive-level alignment and managing high-stakes stakeholder relationships
• Language Requirements: Complete fluency in both Spanish and English (written and spoken) is mandatory