Director of Customer Success, Canary Technologies
EMEA
More information about location
Providing hospitality technology
Job no longer available
Providing hospitality technology
101-200 employees
Job no longer available
More information about location
101-200 employees
Company mission
To help hoteliers thrive through innovative software solutions.
Role
Who you are
- 5+ years in customer success, account management, or client-facing roles
- At least 2+ years in a leadership or management position
- Experience overseeing onboarding/implementation function
- Proven experience leading, coaching, and scaling high-performing CS teams
- Strong analytical skills with ability to use data to inform decisions
- Excellent interpersonal and communication skills, both internal and external
- Experience using CRM tools (e.g. Salesforce) and customer success platforms (e.g. Gainsight, ChurnZero)
- Comfort in fast-paced, dynamic environments; ability to adapt to changing priorities
What the job involves
- Lead and scale Canary’s Customer Success organization in EMEA Post-Sale. Full lifecycle role.. Drive onboarding efficiency, retention, lifetime value, and customer satisfaction by building and executing on best practices, coaching the team, and aligning CS with overall business objectives
- Lead, mentor, and develop a team of Customer Success Managers; foster continuous professional growth
- Define and execute customer retention strategies, ensuring high satisfaction, loyalty, and renewals
- Oversee the full customer lifecycle from onboarding through renewal and beyond—ongoing engagement, renewals, expansion
- Build and enforce best practices, playbooks, processes, and tooling for the CS function
- Collaborate cross-functionally with Sales, Product/Engineering, Marketing to align on goals and initiatives
- Analyze customer data and feedback to identify trends, areas for proactive engagement, and risk factors
- Establish, track, and report on CS KPIs and team performance metrics
- Cultivate a culture of learning, collaboration, and customer-centricity
- Stay on top of CS/industry trends and drive innovation in CS practice
Salary benchmarks
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with its mobile web-based Guest Management System and Digital Authorisation solutions, Canary aims to rid hotels of outdated technology, enhancing revenue streams by boosting staff productivity and delivering superior guest experiences.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
SoMa, 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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