SMB Customer Success Manager Job at Canary Technologies
Canary Technologies is a fast-growing enterprise hospitality technology company that provides hotels with innovative solutions to drive efficiency and enhance the guest experience. Our core solutions get rid of antiquated technology in hotels. With backing from some of the top investors in Silicon Valley, including Y Combinator, Canary Technologies is trusted by thousands worldwide and serves some of the world’s largest and most iconic hotel brands.
This opportunity will provide close interaction with senior leaders and founders. Our founders are alums of the Cornell Hotel School, Columbia University, and The University of Pennsylvania- Wharton. They have previously built software companies and have worked at firms such as Bain & Company and Starwood Hotels & Resorts.
We are an organization that strongly believes in meritocracy and performance. There is significant opportunity for advancement and growth in this role, both of which are based on performance and talent.
About You:
You are a motivated self-starter who thrives in a fast paced environment, and are energized by the opportunity to help build the Customer Success department from the ground up. You have demonstrated success driving strong product activation and adoption and building rapport with customers. You are excited to dive into the details, are technically savvy, and are quick to deliver value for customers.
About the Role:
This role is part of the Customer Success team and is responsible for forging strong, fruitful relationships with our customers. We are growing quickly, and the day-to-day responsibilities will evolve as the company grows. You will have the opportunity to work cross-functionally with the entire team, to help drive seamless implementation, healthy product adoption, and revenue expansion within our SMB customer base.
Please note that this role is based in Dallas, requiring travel to our office three days a week.
Responsibilities
- Onboard customers on Canary’s suite of solutions and ensure key stakeholders have strong working knowledge of all features and functionality
- Identify product gaps and opportunities to better serve our customers, and work with our Product team to define requirements and beta test solutions
- Act as a trusted advisor and conduct business reviews with key stakeholders within priority brands and management companies
- Evangelize the voice of our customers within Canary to help us continue putting the customer at the center of everything we do
- Onboard new clients, maintain existing customers, navigate upsell conversations, and proactively mitigate churn
Qualifications
- BA/BS3 years of overall experience, preferably at a high growth start up
- 1-2 years of experience in SaaS account management, customer success, or sales
- Prior experience in Hospitality is helpful
- Full stack account management experience: including onboarding/implementation, product adoption, upsells, and renewal management
- Residence in/near Dallas, and able to visit the office three times a week
- Strong problem-solving, organizational, and verbal and written communication skills
- Excellent listening, negotiation, and presentation abilities
- Gratitude, a sense of purpose, and a kind and generous demeanor
Benefits
- Health Care Plan (Medical, Vision, Dental)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Canary Stock Option Plan
- 401k
- Flexibility/travel stipend to visit our other offices (NY & SF)
Canary Technologies is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
Most importantly, we work hard to ensure Canary is a fun and exciting place to work. How do we do this?
First, we've added Canary Days to the calendar as company holidays to ensure that the team has 1 long weekend each month.
Second, we have a list clubs and perks listed below that create space for us to hang out!
Self Improvement Club: We meet each month and share our personal goals for the month. We are able to expense $75 towards any purchases that helped us achieve these goals.
Fireside Chat: We meet each month to discuss a wide range of issues. This group was started focused on women's issues and has expanded in scope over the last several months.
Donuts! : Each week a Slackbot called ‘Donut’ pairs us up with a random teammate.
$50 to stay at any hotel that uses Canary Check-inBook a trip at one of the hotels that has Canary Checkin, stay there, leave a review on TripAdvisor/Google and get a $50 reimbursement!
$500 travel reimbursement: We get up to $500 if we want to make a trip to SF or NY for personal reasons. We will spend at least 3 days of that trip working at a wework with fellow Canaryites!
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