Customer Success Strategy & Operations Manager
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Job Location:
New York City, NY - USA
Monthly Salary:
USD 90000 - 100000
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
About Us
Canary Technologies is changing the game for hotels with modern software powered by Canarys hospitality-specific AI platform.
Canary is utilized by 20000 hoteliers in 100 countries to equip hoteliers with the technology they need to work smarter and wow their guests. Major hotel brands such as Wyndham Marriott IHG Four Seasons Rosewood and Best Western trust Canary to deliver results.
Canary was named a 2024 Deloitte Technology Fast 500 company a Most Innovative Company by Fast Company and a HotelTechReport Best Place to Work and is backed by top Silicon Valley investors like Y Combinator F-Prime Brighton Park Capital and Insight Partners.
Join us in shaping the future of hospitality!
About the Role
Were hiring a Customer Success Operations Manager to join our growing CS Ops team supporting the Senior CS Operations & Strategy Manager. In this role youll 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.
Youll 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.
Responsibilities
- 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.
Qualifications
- Bachelors 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.
$104000 - $115000 a year
The On-Target Earnings Range for this role is $104000 - $115000. This OTE figure includes a competitive base salary and target variable compensation. Compensation is subject to standard withholding and applicable taxes. Actual compensation will be commensurate with the candidates skill level experience and specific work location. This role may also include the opportunity to earn a discretionary bonus and/or equity.
We also work hard to ensure Canary is a fun and exciting place to work! Here are some of the additional benefits:
Canary Days: As a company we want to ensure that the team has time to recharge. Each month we provide company wide days off to ensure there is at least one extended weekend or day off.
Self Improvement Club: We meet each month and share our personal goals for the individual is provided a budget towards any purchases that help us achieve these goals.
Professional Development Chats: We provide budget to help drive cross functional professional development conversations across the organization.
Travel Reimbursement: Team members are able to visit our offices across New York San Francisco or Dallas when they choose and are provided a travel stipend for doing so. Spend time working with the team in their office and use the rest of your time exploring a new city!
Personal Travel Reimbursement:If you stay at a hotel that Canary works with we provide a credit towards your stay.
Canary Technologies is an equal opportunity employer. We recruit employ train compensate and promote talent regardless of race religion ethnicity national origin citizenship gender gender identity sexual orientation age veteran status disability genetic information or any other protected characteristic.
Required Experience:
Manager
Key Skills
- Marketing
- Data Visualization
- Tableau
- Customer Segmentation
- Microsoft Powerpoint
- Investment Banking
- Strategic Planning
- Financial Modeling
- Customer relationship management
- Management Consulting
- Google Suite
- Analytics
About Company
Canary's award-winning hospitality software improves the guest experience, streamlines operations and boosts revenue. Trusted by 20,000+ hotels worldwide.
