Customer Success Manager, Global Strategic Brands
About The Position
Canary Technologies is the leading agentic AI platform for hotel and guest management, powering the digital infrastructure for more than 20,000 hotels in 125+ countries. The world's most renowned hospitality brands, including Marriott International, Four Seasons and Wyndham Hotels & Resorts, partner with us to increase revenue, improve operations and elevate the guest experience. We’ve executed the largest deployment of autonomous AI systems in hospitality, building technology that fundamentally redefines how guests and hotels interact. It’s made us one of the top-funded hotel technology companies in the world, with nearly $200M raised to date. Canary has been recognized as a 2024 and 2025 Deloitte Technology Fast 500™ company, Inc. 5000 fastest-growing company, and swept the 2026 HotelTechAwards, including Best Place to Work, #1 Guest Experience Platform, and the Hotelier’s Choice Award. We’re scaling our team to bring innovation to life faster than ever. We're growing quickly, and we're looking for people who are passionate about their work, want to grow with us and are ready to take on more responsibility along the way. We value rigor and velocity in equal measure: high standards, fast pace, real ownership. If that's the environment you're looking for, this is the place for you. Come join us! Let’s shape the future of hospitality together.
Requirements
- BA/BS degree.
- 5+ years in Enterprise Customer Success, Account Management, or Strategic Consulting—preferably in hospitality technology or SaaS.
- Proven ability to manage complex, multi-stakeholder enterprise accounts.
- Strong executive communication skills with the ability to influence C-level stakeholders.
- Experience in strategic planning and account growth within global or multi-property enterprises.
- Collaborative mindset, with proven ability to work cross-functionally with technical and commercial counterparts.
- Strong problem-solving skills and ability to manage competing priorities in fast-paced environments.
Nice To Haves
- Project Management Professional (PMP) certification or equivalent experience is a plus.
Responsibilities
- Serve as the strategic owner of assigned global strategic accounts, maintaining long-term executive and operational relationships.
- Quarterback across work streams, coordinating with the Implementation Manager (deployments) and Sales (expansions).
- Lead strategic account planning: develop success plans tied to brand-level outcomes and property-level adoption.
- Conduct regular executive business reviews, providing insights, surfacing risks, and identifying opportunities for deeper partnership.
- Ensure smooth transitions from deployment to adoption by partnering with the Implementation Manager.
- Monitor product usage and adoption across large portfolios; intervene to mitigate risks and drive outcomes.
- Partner with Sales to uncover and execute expansion opportunities, ensuring seamless customer experience through the sales cycle.
- Advocate for customer needs internally by partnering with Product, Engineering, and Support teams to influence roadmap and resolve escalations.
- Promote customer advocacy, transforming satisfied brands into champions of Canary.
Benefits
- Unlimited PTO
- Holidays + Canary Days
- Birthday Holiday
- Office Exchange stipend
- Canary Hotel Experience credit
- Preferred Hotels Discount
- Self Improvement Club budget
- Professional Development stipend
- Referral Program bonus
- Stock option grant
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What This Job Offers
Job Type
Full-time
Career Level
Senior
