Senior Customer Success Manager, Canary Technologies
€93-101k
OTE
Plus this role also includes a stock option grant, subject to board approval. OTE is including a fixed annual salary and a performance-based bonus paid quarterly
More information about location
Providing hospitality technology
Be an early applicant
Providing hospitality technology
201-500 employees
Be an early applicant
€93-101k
OTE
Plus this role also includes a stock option grant, subject to board approval. OTE is including a fixed annual salary and a performance-based bonus paid quarterly
More information about location
201-500 employees
Company mission
To help hoteliers thrive through innovative software solutions.
Role
Who you are
- Experience: 5+ years of Customer Success experience in a SaaS environment, with a proven track record of managing enterprise or strategic accounts
- Language Requirements: Complete fluency in both Spanish and English (written and spoken) is mandatory
- Education: Bachelor’s degree or equivalent
- Implementations: Experience navigating complex technical implementations and collaborating closely with Product and Engineering teams
- 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
- 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
- Project Management Skills: Exceptional project management abilities, with a proven capacity to manage multiple complex implementation timelines, technical requirements, and cross-functional dependencies simultaneously
- Exceptional relationship-building skills: Capable of driving executive-level alignment and managing high-stakes stakeholder relationships
- Coaching and Mentorship: Proven ability to mentor junior team members and build scalable operational processes from the ground up
- Strong commercial acumen: Experience moving clients from pilots to full contracts and uncovering expansion/cross-sell opportunities
- Desired: Strong hospitality expertise: prior experience within hospitality technology, hotel operations, or managing enterprise-level hotel accounts
What the job involves
- We’re seeking a proactive, highly strategic, and driven Senior Customer Success Manager to join our EMEA Customer Success team
- N this role, you will take ownership of the onboarding and implementation of some of our most strategic accounts across the EMEA region. These high-impact deals hold immense value for Canary, driven either by substantial revenue potential or the prestigious regional status of the hotel property itself
- As a Senior CSM, you will collaborate closely with the Product, Engineering, and Sales teams to ensure a smooth, rapid implementation process that aligns the hotel's desired outcomes with our product’s capabilities
- Beyond managing your own book of business, you will act as a leader within the region, coaching other customer success team members and collaborating on building scalable processes and workflows needed to onboard our highest-value accounts
- Your efforts will directly influence the company’s expansion and establish you as a key player in shaping the future of hospitality technology in EMEA
- Strategic Onboarding & Implementation: Take full ownership of the relationship to onboard and implement strategic accounts as quickly and smoothly as possible. Partner with clients to minimize time-to-value and ensure absolute alignment between their strategic goals and Canary's product capabilities
- Cross-Functional Collaboration: Work hand in hand with our Product and Engineering teams to navigate technical workflows and ensure a seamless, frictionless implementation process for complex accounts
- Team Leadership & Mentorship: Help coach and develop other members of the EMEA customer success team, sharing best practices and elevating the team's overall performance
- Process Optimization: Collaborate with the Director of Customer Success, Customer Success Implementation Team Lead and EMEA Product teams to implement new onboarding processes and specialized workflows tailored specifically to the needs of strategic accounts within the EMEA region
- Lifecycle & Account Management: Act as the dedicated Customer Success Manager once accounts are live. Seamlessly guide customers through pilot phases into full contracts, ensuring long-term retention and satisfaction
- Portfolio Growth: Own a strategic book of business, acting as a trusted advisor to identify pain points, unlock cross-sell opportunities, and partner with Sales to expand revenue
- Product Expertise: Deeply understand Canary’s products, both current and future, to effectively communicate their value and impact to enterprise-level clients
- Location: Ideally located in Barcelona, Spain (preferred, but not compulsory)
- Travel: Willingness to travel regionally as needed to conduct in-person strategic alignments or business reviews with high-value accounts
Our take
Embracing the modern era, Canary Technologies is dedicated to revolutionising the hotel industry through digital transformation. Pioneering the field with its mobile web-based Guest Management System and Digital Authorisation 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 Insight Partners, enabling rapid expansion and talent acquisition to meet the burgeoning demand for its innovative solutions.
Freddie
Company Specialist at Welcome to the Jungle
Insights
59% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jun 2025
$80m
SERIES D
Jun 2024
$50m
SERIES C
Total funding: $175.2m
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 HQ
Financial District, San Francisco, CA
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 & President)Previously co-founded Mobibolt, Inc and Tapfame before serving as Head of Product at the hospitality technology startup, Stayful.
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