Senior Customer Success Manager
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Job Summary
Were seeking a proactive highly strategic and driven Senior Customer Success Manager to join our EMEA Customer Success this role you will take ownership of the onboarding and implementation of some of our most strategic accounts across the EMEA region. These high-impact deals hold immense value for Canary driven either by substantial revenue potential or the prestigious regional status of the hotel property itself.
As a Senior CSM you will collaborate closely with the Product Engineering and Sales teams to ensure a smooth rapid implementation process that aligns the hotels desired outcomes with our products capabilities. Beyond managing your own book of business you will act as a leader within the region coaching other customer success team members and collaborating on building scalable processes and workflows needed to onboard our highest-value accounts. Your efforts will directly influence the companys expansion and establish you as a key player in shaping the future of hospitality technology in EMEA.
- Strategic Onboarding & Implementation: Take full ownership of the relationship to onboard and implement strategic accounts as quickly and smoothly as possible. Partner with clients to minimize time-to-value and ensure absolute alignment between their strategic goals and Canarys product capabilities.
- Cross-Functional Collaboration: Work hand in hand with our Product and Engineering teams to navigate technical workflows and ensure a seamless frictionless implementation process for complex accounts.
- Team Leadership & Mentorship: Help coach and develop other members of the EMEA customer success team sharing best practices and elevating the teams overall performance.
- Process Optimization: Collaborate with the Director of Customer Success Customer Success Implementation Team Lead and EMEA Product teams to implement new onboarding processes and specialized workflows tailored specifically to the needs of strategic accounts within the EMEA region.
- Lifecycle & Account Management: Act as the dedicated Customer Success Manager once accounts are live. Seamlessly guide customers through pilot phases into full contracts ensuring long-term retention and satisfaction.
- Portfolio Growth: Own a strategic book of business acting as a trusted advisor to identify pain points unlock cross-sell opportunities and partner with Sales to expand revenue.
- Product Expertise: Deeply understand Canarys products both current and future to effectively communicate their value and impact to enterprise-level clients.
- Location: Ideally located in Barcelona Spain (preferred but not compulsory).
- Travel: Willingness to travel regionally as needed to conduct in-person strategic alignments or business reviews with high-value accounts.
- Experience: 5 years of Customer Success experience in a SaaS environment with a proven track record of managing enterprise or strategic accounts.
- Language Requirements: Complete fluency in both Spanish and English (written and spoken) is mandatory.
- Education: Bachelors degree or equivalent.
- Implementations: Experience navigating complex technical implementations and collaborating closely with Product and Engineering teams.
- Data Literacy: Proven ability to manage KPIs and translate complex metrics into compelling data stories leveraging data insights to proactively identify and call out strategic and commercial opportunities during pilot phases.
- Tool Proficiency: Strong hands-on experience using customer success CRM and AI platforms. Specifically experience utilising Gainsight Salesforce and Claude is highly required for managing complex implementations tracking onboarding milestones and automating project workflows.
- Project Management Skills: Exceptional project management abilities with a proven capacity to manage multiple complex implementation timelines technical requirements and cross-functional dependencies simultaneously.
- Exceptional relationship-building skills: Capable of driving executive-level alignment and managing high-stakes stakeholder relationships.
- Coaching and Mentorship: Proven ability to mentor junior team members and build scalable operational processes from the ground up.
- Strong commercial acumen: Experience moving clients from pilots to full contracts and uncovering expansion/cross-sell opportunities.
- Desired: Strong hospitality expertise: prior experience within hospitality technology hotel operations or managing enterprise-level hotel accounts.
Target cash compensation ranges fromincluding a fixed annual salary and a performance-based bonus paid quarterly.
This role also includes a stock option grant subject to board approval.
Actual compensation will be commensurate with the candidates skill level experience and specific work location.
Required Experience:
Senior IC
About Company
Canary's award-winning hospitality software improves the guest experience, streamlines operations and boosts revenue. Trusted by 20,000+ hotels worldwide.
