Customer Success Strategy & Operations Manager, Canary Technologies
$90-100k
More information about location
Providing hospitality technology
Be an early applicant
Providing hospitality technology
101-200 employees
Be an early applicant
$90-100k
More information about location
101-200 employees
Company mission
To help hoteliers thrive through innovative software solutions.
Role
Who you are
- Bachelor's degree in Business Administration, Operations Management, or a related field
- 1 - 3 years of experience in Operations, Business Analytics, or a similar analytical role
- Proficiency in SQL is required – must be able to write and troubleshoot complex queries independently
- Proficiency in advanced Microsoft Excel, including pivot tables and data modeling, is required
- Strong attention to detail, analytical skills, and ability to proactively solve problems
- Ability to manage multiple workstreams, communicate clearly, and collaborate cross-functionally
- Preferred proficiency in Salesforce or a similar CRM
- Experience in operations/analytics, preferably within a Customer Success or Sales environment
What the job involves
- We’re hiring a Customer Success Operations Manager to join our growing CS Ops team, supporting the Senior CS Operations & Strategy Manager
- In this role, you’ll play a central part in building the systems, processes, and insights that enable our CS team to scale and deliver an exceptional post-sales experience
- Your mission: to scale our CS operations by enhancing tooling, streamlining workflows, and unlocking actionable insights that help the team deliver better outcomes across implementation, retention, and expansion
- You’ll take ownership of key operational workstreams, including tooling administration, data auditing, and analytics, while collaborating cross-functionally with Product, Sales Ops, and Finance to evolve our post-sales systems
- Support CS Operations: Partner with the Senior CS Operations & Strategy Manager to execute projects, troubleshoot workflow issues, and analyze data to support strategic decisions
- Support GTM Data Needs: Respond to ad-hoc analytics and data ticket requests from CS and other GTM teams, delivering timely, accurate insights to inform decision-making
- Own Reporting Infrastructure: Create dashboards and reporting frameworks that surface actionable insights across implementation, adoption, risk, renewals, and NRR
- Ensure Data Integrity: Own data hygiene across platforms, resolve discrepancies in customer data, and maintain accurate segmentation and health score logic
- Drive Operational Efficiency: Analyze and improve CS processes to reduce manual work, increase team efficiency, and ensure scalability of workflows like onboarding, QBRs, and renewal tracking
- Manage Tooling & Automation: Manage and optimize the CS tech stack (Gainsight, Salesforce, Gong), implement lifecycle automations, and support feature rollout and user adoption across the team
- Maintain Documentation: Create and maintain documentation for processes, procedures, and best practices
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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