Customer Success Manager, Canary Technologies
German Speaker
€65-80k
+ Performance-based bonus paid quarterly & stock option grant, subject to board approval
Providing hospitality technology
Be an early applicant
Providing hospitality technology
201-500 employees
Be an early applicant
€65-80k
+ Performance-based bonus paid quarterly & stock option grant, subject to board approval
201-500 employees
Company mission
To help hoteliers thrive through innovative software solutions.
Role
Who you are
- Experience: 3+ years of Customer Success or Account Management experience in a B2B SaaS environment, specifically focused on post-onboarding account lifecycle, adoption, and retention
- Language Requirements: Native-level German and English (written and spoken) is required
- Tool Proficiency: Strong hands-on experience using customer success, CRM, and AI platforms. Specifically, experience utilizing Gainsight, Salesforce, and Claude is highly required for managing health scores, tracking opportunities, and automating workflows
- Data Literacy: Proven ability to manage KPIs, analyse customer health data, and translate complex metrics into compelling data stories and actionable adoption strategies
- Process Engineering: Demonstrated ability to build and refine scalable operational processes for in-life account management
- Relationship Building: Proven ability to build strong, cross-functional relationships across all levels of a hotel's organization, from executive leadership down to front-of-house operations. Highly skilled at adapting communication styles, tailoring stories, and aligning language to effectively resonate with each unique stakeholder
- Desired: Strong hospitality expertise: prior experience within hospitality technology, hotel operations, or managing hotel accounts
What the job involves
- We’re seeking a proactive and driven Customer Success Manager to join our EMEA Customer Success team
- In this role, you will take ownership of the post-implementation ("in-life") journey for our accounts, with a special focus on our German-speaking customer base
- This role is not focused on initial activations or onboarding. Instead, your primary focus will be driving deep product adoption, improving customer health scores, and ensuring our clients maximize the continuous value of Canary's platform
- You will also play a key part in designing and creating new processes that nurture long-term relationships, drive retention, and foster scalable account growth
- Customer Lifecycle Management: Take full ownership of the post-onboarding "in-life" relationship with customers, ensuring long-term retention, satisfaction, and advocacy
- Product Adoption & Value Realization: Proactively monitor customer usage and engagement. Partner with clients to ensure they are fully adopting the product and achieving their strategic goals with Canary's platform
- Customer Health & Proactive Engagement: Regularly assess customer health metrics to develop proactive engagement strategies, mitigate churn risk, and improve customer satisfaction
- Process Creation: Collaborate with the EMEA Customer Success leadership to design, test, and implement new post-implementation processes and workflows that scale our operations and improve our KPIs
- Account Growth: Act as a trusted advisor to uncover pain points, unlock cross-sell and upsell opportunities, and partner with Sales to expand revenue within your portfolio
- Travel: Regional travel will be required to conduct in-person strategic meetings or business reviews with high-value 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
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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