Founding Scaled Touch Customer Success Manager, Canary Technologies
3+ days a week in office
Providing hospitality technology
Open for applications
Providing hospitality technology
101-200 employees
Open for applications
3+ days a week in office
101-200 employees
Company mission
To help hoteliers thrive through innovative software solutions.
Role
Who you are
- 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
- 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
- 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
What the job involves
- 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
- 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 strategiesAnalyze 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
Our take
Embracing the modern era, Canary Technologies is dedicated to revolutionizing the hotel industry through digital transformation. Pioneering the field with its mobile web-based Guest Management System and Digital Authorization solutions, Canary aims to rid hotels of outdated technology, enhancing revenue streams by boosting staff productivity and delivering superior guest experiences.
Co-founders Harman and SJ, childhood friends turned business partners, bring a unique blend of expertise to the table, drawing from their extensive background in both hospitality and technology sectors. With the industry already on an upward trajectory, the post-pandemic landscape has further fueled the demand for their solutions, particularly their contactless check-in and checkout offerings.
Despite competition in the sector, Canary has secured significant funding led by F-Prime Capital, enabling rapid expansion and talent acquisition to meet the burgeoning demand for its innovative solutions.
Freddie
Company Specialist
Insights
Company
Funding (last 2 of 4 rounds)
Jun 2024
$50m
SERIES C
Oct 2022
$30m
SERIES B
Total funding: $95.2m
Company benefits
- Our health insurance has you covered on day 1
- Flexible working hours
- Training and career development
- Regular team building events
- A travel stipend for when you stay at Canary hotels
- Internal promotions from within the team
- Kitchen stocked with fruit, snacks, coffee, and more
- We're a diverse and global team
Company values
- We are open, honest & direct: We share what we believe, and we trust each other to do the same
- We do it today, not tomorrow: We pride ourselves on being first movers in our work and in the industry
- We are resourceful: We create more opportunities from what we have and celebrate innovative solutions over flashy ones
- We are true to ourselves: We bring our full selves to work and support each other’s strengths and experiences
- We care: We show up every day committed to achieving Canary's mission
- We make it happen: We relentlessly drive towards results and continually go the extra mile
Company HQ
SoMa, San Francisco, CA
Articles
Leadership
Harman Singh Narula
(Co-Founder & CEO)Previously founded a custom printed apparel company, The Shirt Guys, LLC. Worked in strategy for Citigroup and Starwood Hotels & Resorts Worldwide, Inc, and as a Management Consultant for Bain & Company.
Satjot "SJ" Sawhney
(Co-Founder)Previously co-founded Mobibolt, Inc and Tapfame before serving as Head of Product at the hospitality technology startup, Stayful.
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