Senior Mid-Market Implementation Manager

Canary Technologies Corp • San Francisco, CA

2d • $104,000 - $127,000

About The Position

Canary Technologies is seeking a Senior Mid-Market Implementation Manager to oversee the onboarding and go-live process for their most complex, higher-value hotel and hotel-group clients. This role involves managing multiple mid-market deployments concurrently, each with various stakeholders, custom configurations, and integrations with property systems like PMS and payment platforms. The successful candidate will define success criteria, coordinate cross-functional and vendor teams, manage timelines through challenges, and identify opportunities for relationship expansion. This is a high-visibility, customer-facing position requiring an experienced implementation professional who can work independently, handle ambiguity, and serve as a trusted advisor to senior hotel operators.

Requirements

• Bachelor's degree (BS/BA).
• 2-3 years of proven experience in account management or customer success, preferably within a B2B SaaS environment.
• Excellent communication abilities and presentation skills, capable of building trust and rapport with diverse stakeholders
• Proven track record managing a portfolio of concurrent implementations and delivering to go-live on time.
• Charisma + consultative mindset: sets success criteria up front, drives adoption, and spots expansion opportunities.
• Ability to manage multiple accounts simultaneously and prioritize tasks effectively.
• Collaborative nature, adept at working with cross-functional teams including Product, Marketing, Sales, and Operations
• Proficiency with technology and adaptability to dynamic environments
• Hands-on experience scoping and managing third-party systems and coordinating technical teams and external vendors
• Highly organized and rigorous about time management and prioritization across competing deadlines.

Nice To Haves

• Hospitality and/or travel tech experience a plus.

Responsibilities

• Own end-to-end onboarding for a portfolio of mid-market and multi-property clients – from kickoff through go-live and initial adoption – running several deployments in parallel without letting timelines slip.
• Scope, configure, and deploy Canary's full product suite to each property's operational setup, including complex, non-standard configurations across hotel groups and portfolios.
• Lead integrations to customer systems (PMS, payment, and other third-party platforms): scope technical requirements, coordinate internal technical teams and outside vendors, and keep the project moving when integrations are delayed or complex.
• Establish mutual success criteria and a joint deployment plan with the customer up front, then drive product adoption to ensure those goals are measurably met.
• Manage senior and multi-stakeholder relationships- navigate pushback, reset expectations, resolve escalations, and maintain trust and momentum toward go-live.
• Identify and drive expansion opportunities during onboarding, partnering with Sales and Customer Success to grow the relationship beyond the initial deployment.
• Coordinate cross-functionally (Product, Support, Engineering, Sales, CS) to unblock issues and deliver a seamless customer experience in a resource-constrained environment.
• Track milestones, risks, and portfolio health in internal systems; forecast go-live timing and flag at-risk deployments early.
• Partner with Customer Success Managers to ensure a clean handoff into long-term account management.
• Contribute to and improve mid-market onboarding playbooks, best practices, and tooling; help mentor and raise the bar for the broader Implementation team.

Benefits

• Canary Days: Company-wide days off each month to ensure at least one extended weekend or day off.
• Self Improvement Club: Monthly meetings with a budget for personal goal-achieving purchases.
• Professional Development Chats: Budget to support cross-functional professional development conversations.
• Travel Reimbursement: Stipend for visiting offices in New York, San Francisco, or Dallas.
• Personal Travel Reimbursement: Credit towards stays at hotels that Canary works with.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior