SMB Customer Success Manager, Canary Technologies
More information about location
Providing hospitality technology
Be an early applicant
Providing hospitality technology
101-200 employees
Be an early applicant
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 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 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)Previously co-founded Mobibolt, Inc and Tapfame before serving as Head of Product at the hospitality technology startup, Stayful.
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