Head of Global Enterprise Customer Success, Canary Technologies
$201-259k
Providing hospitality technology
Open for applications
Providing hospitality technology
201-500 employees
Open for applications
$201-259k
201-500 employees
Company mission
To help hoteliers thrive through innovative software solutions.
Role
Who you are
- 10+ years of experience in Customer Success, Strategic Account Management, Professional Services, or a related enterprise customer-facing role within B2B SaaS
- 5+ years of leadership experience building, managing, and developing high-performing customer-facing teams
- Proven experience serving as the executive relationship owner for Fortune 500 or other large enterprise customers with complex organizational structures
- Demonstrated success building trusted relationships with C-suite executives and senior business leaders
- Track record of leading complex, multi-product enterprise software deployments from implementation through long-term customer success
- Proven ability to drive measurable improvements in customer adoption, retention, expansion, and overall customer health
- Strong executive presence with exceptional communication, presentation, negotiation, and stakeholder management skills
- Experience partnering cross-functionally with Sales, Product, Engineering, Support, Marketing, and Operations to deliver customer outcomes
- Analytical mindset with experience using customer health metrics, business data, and operational insights to drive strategic decision-making
- Experience within hospitality technology, enterprise SaaS, fintech, or another complex B2B software environment is strongly preferred
- English and French are required
- German and Spanish are preferred, but not required
What the job involves
- Canary Technologies is seeking an experienced Head of Global Enterprise Customer Success to own the success of our largest and most strategic global hotel brands
- This leader will partner directly with C-suite executives at many of the world's largest hospitality companies, overseeing complex multi-product deployments while driving long-term adoption, retention, and expansion
- As the executive sponsor for Canary's most important customer relationships, you will ensure our customers realize measurable business value while helping shape Canary's enterprise customer strategy
- You will also lead and develop a high-performing team of Enterprise Customer Success Managers and Enterprise Implementation Managers responsible for delivering exceptional outcomes across our enterprise portfolio
- Own customer outcomes across Canary's largest enterprise accounts, including successful deployments, executive engagement, product adoption, retention, and expansion
- Build trusted relationships with executive stakeholders—including CIOs, CTOs, COOs, Chief Digital Officers, Commercial leaders, and other senior executives—at the world's largest hotel brands
- Serve as the executive sponsor for Canary's most strategic customers, proactively managing executive relationships, mitigating risk, resolving escalations, and driving long-term partnership success
- Lead, coach, and develop a high-performing team of Enterprise Customer Success Managers and Enterprise Implementation Managers, creating a culture of accountability, customer obsession, and continuous development
- Partner closely with Enterprise Sales to ensure seamless transitions from sales through implementation while supporting long-term account growth and customer success
- Develop strategic account plans that align customer business objectives with Canary's product roadmap and identify opportunities to expand Canary's footprint across brands, portfolios, and products
- Collaborate cross-functionally with Product, Engineering, Support, Marketing, and Revenue Operations to advocate for enterprise customer needs and continuously improve the customer experience
- Establish operational excellence across enterprise implementations by driving scalable processes, governance, and best practices for complex global deployments
- Define and monitor key success metrics across implementation, adoption, customer health, retention, expansion, executive engagement, and overall customer satisfaction
- Stay informed on hospitality technology trends and enterprise customer success best practices to continually elevate Canary's strategic customer experience
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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