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.

The Director of Customer Success is a key leadership role responsible for overseeing a team of SMB Customer Success Managers focused on customer onboarding, product adoption, and client satisfaction. This role works closely with the Head of Customer Success to develop and implement a scalable Customer Success strategy that can manage the needs of thousands of clients globally. The ideal candidate will bring a passion for technology, a strategic mindset, and a proven track record of managing and scaling high-performing Customer Success teams.

Responsibilities

• Lead and scale a team of SMB Customer Success Managers, ensuring they have the skills, tools, and support to thrive.
• Drive Customer Success outcomes by increasing renewal rates and customer health.
• Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores.
• Define and optimize the customer lifecycle by developing strategies that support and drive Customer Success goals.
• Develop and manage Customer Success activities including onboarding, training, and customer advocacy.
• Provide detailed metrics and reports on Customer Success performance and provide strategic insights to the executive team.
• Partner with cross-functional teams to align on Customer Success initiatives and strategies.
• Create and refine Customer Success playbooks, ensuring best practices in driving customer engagement and product adoption.
• Coach and develop Customer Success Managers in understanding customer needs and delivering solutions.

• Proven experience in leading a Customer Success team within a high-growth technology company.
• Strong analytical skills and an aptitude for understanding and leveraging data to drive decision making.
• Demonstrated success in building and coaching teams, developing Customer Success playbooks, and managing through change.
• Excellent communication and interpersonal skills, with an ability to balance firm advocacy with empathy.
• A passion for service excellence and improving the customer experience.

• Health Care Plan (Medical, Dental and Vision)
• Paid Time Off (Vacation, Sick & Public Holidays) and Canary Days
• Stock Option Plan
• Flexibility to visit and travel to our offices (NY or SF)
• Paid Parental Leave
• Discount on Canary hotels
• A diverse, world-wide team

We also work hard to ensure Canary is a fun and exciting place to work. How do we do this?

First off, we've added Canary Days to the calendar as company holidays to ensure that the team has time to recharge. Whether that means having an extended weekend each month or making sure there are sufficient breaks incorporated into the team's busy workweek, we want everyone to get the rest they deserve!

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.

$50 to stay at any hotel that uses Canary Check-in

Book 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 offer you the chance to visit our offices in New York, San Francisco or Dallas by providing a travel stipend. Spend at least three days working with the team in either hub, and use the rest of your time exploring a new city!