SMB Customer Success Manager, Canary Technologies
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
- 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
- Familiarity with the hotel or hospitality industry is a plus
What the job involves
- We are seeking a highly motivated and experienced SMB Customer Success Manager (CSM) to join our growing team
- The SMB CSM will be responsible for managing a high volume of accounts at a low-touch pace, leveraging technology to ensure customer satisfaction, drive retention, and foster long-term relationships with our SMB hotel partners
- This role will have an increased focus on identifying and executing expansion opportunities within the existing customer base
- 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 to customer churn
- 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 touchpoints
- 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 touchpoints that are scaled yet intentional, ensuring a consistent and valuable experience for a high volume of 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
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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