Customer Success Manager, Global Strategic Brands
Job Location:
New York City, NY - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Think about your last hotel stay. Did you skip the front desk line with mobile check-in Message the staff for extra pillows Order a late-night snack with a tap on your phone Then youve likely run into Canary in the wild.
Canary Technologies is the leading agentic AI platform for hotel and guest management powering the digital infrastructure for more than 20000 hotels in 125 countries. The worlds 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.
Weve executed the largest deployment of autonomous AI systems in hospitality building technology that fundamentally redefines how guests and hotels interact. Its 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 Hoteliers Choice Award. Were scaling our team to bring innovation to life faster than ever.
Were growing quickly and were 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 thats the environment youre looking for this is the place for you.
Come join us! Lets shape the future of hospitality together.
As aCustomer Success Manager Global Strategic Brands you will serve as the strategic owner of Canarys largest and most complex enterprise hotel groups. You will quarterback across deployments expansions and adoption initiativesensuring that Canary delivers measurable value and becomes a long-term strategic partner to our enterprise customers.
You will collaborate closely with the Implementation Manager (responsible for deployment and integrations) and Enterprise Sales (responsible for expansion and new product revenue). Your role is to align these work streams to customer goals foster strong executive relationships and drive long-term account success.
- 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.
- BA/BS degree.
- 5 years in Enterprise Customer Success Account Management or Strategic Consultingpreferably 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.
- Project Management Professional (PMP) certification or equivalent experience is a plus.
Target cash compensation ranges from $147200 $200000 including 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.
We work hard to make Canary a fun rewarding and high-energy place to work. Heres how we take care of our flock:
Time Off
- Unlimited PTO: Take the time you need to truly rest and recharge.
- Holidays Canary Days: Standard holidays plus monthly company-wide days off for a guaranteed long weekend.
- Birthday Holiday: A dedicated day off to celebrate you!
Travel & Office Flexibility
- Office Exchange: A travel stipend to visit the team in person at our SF NY or Dallas hubs.
- Canary Hotel Experience: Staying at a Canary hotel Weve got you covered with a credit toward your stay.
- Preferred Hotels Discount: Enjoy a minimum 30% off the best available rate at select partner hotels globally.
Growth & Community
- Self Improvement Club: A monthly budget to help you smash your personal goals.
- Professional Development: Level up your career with a dedicated learning stipend to fuel your skills and cross-functional connection.
- Referral Program: Help us grow the flock and score a cash bonus for successful hires.
Required Experience:
IC
About Company
Canary's award-winning hospitality software improves the guest experience, streamlines operations and boosts revenue. Trusted by 20,000+ hotels worldwide.
