TL;DR

Smb Customer Success Manager (Hospitality): Managing a high volume of SMB hotel accounts to ensure customer satisfaction and drive retention with an accent on identifying and executing expansion opportunities within the existing customer base. Focus on utilizing automated tools and technology-driven campaigns to build and maintain relationships with key stakeholders.

Location: New York, NY / San Francisco, CA / Dallas, TX

Salary: $80,000 - $95,000 a year

Company

Canary is changing the game for hotels with modern software powered by Canary's hospitality-specific AI platform.

What you will do

Proactively engage with a large portfolio of SMB hotel accounts to ensure continued satisfaction and utilization of Canary products.
Monitor customer health metrics across a broad base of accounts, identify common areas for improvement, and develop scalable action plans to increase customer success for SMB partners.
Proactively identify opportunities for product expansion within existing SMB accounts, collaborating with sales teams to drive upsell and cross-sell initiatives through targeted, technology-driven campaigns.
Act as a point of contact for common customer issues, working cross-functionally with support, product, and engineering teams to ensure timely resolution for SMB accounts, often guiding customers to self-serve solutions.
Employ technology and automation to produce meaningful customer touchpoints that are scaled yet intentional, ensuring a consistent and valuable experience for a high volume of accounts.

Requirements

Bachelor's degree (BS/BA)
3-4 years of proven experience in account management or customer success, preferably within a high-volume B2B SaaS environment
Strong understanding of customer success methodologies and best practices, particularly in a low-touch, high-volume model
Excellent communication skills, with an emphasis on written and digital communication for scaled engagement
Ability to manage multiple accounts simultaneously and prioritize tasks effectively, utilizing CRM and customer success platforms
Familiarity with the hotel or hospitality industry is a plus

Culture & Benefits

Each month, company provides company-wide days off to ensure there is at least one extended weekend or day off.
Each month team meets and shares personal goals for the month, and each individual is provided a budget towards any purchases that help to achieve these goals.
Budget is provided to help drive cross functional professional development conversations across the organization.
Team members are able to visit offices across New York, San Francisco or Dallas when they choose, and are provided a travel stipend for doing so.
If you stay at a hotel that Canary works with, company provides a credit towards your stay.