Customer Success Manager (German Speaking)

About the Position

Customer Success Manager (German Speaking)

Canary Technologies is revolutionizing the hospitality industry with its AI-powered software platform. Trusted by over 20,000 hoteliers in 100+ countries, Canary empowers hotels to work smarter and delight their guests. Join us as we continue to shape the future of hospitality!

About the Role

We are seeking a proactive and driven Customer Success Manager to join our EMEA Customer Success team. In this role, you will manage the post-implementation journey for our accounts, with a special focus on our German-speaking customer base. Your primary focus will be driving deep product adoption, improving customer health scores, and ensuring our clients maximize the continuous value of Canary's platform.

Responsibilities

• Customer Lifecycle Management: Take full ownership of the post-onboarding "in-life" relationship with customers, ensuring long-term retention, satisfaction, and advocacy.
• Product Adoption & Value Realization: Proactively monitor customer usage and engagement. Partner with clients to ensure they are fully adopting the product and achieving their strategic goals with Canary's platform.
• Customer Health & Proactive Engagement: Regularly assess customer health metrics to develop proactive engagement strategies, mitigate churn risk, and improve customer satisfaction.
• Process Creation: Collaborate with the EMEA Customer Success leadership to design, test, and implement new post-implementation processes and workflows that scale our operations and improve our KPIs.
• Account Growth: Act as a trusted advisor to uncover pain points, unlock cross-sell and upsell opportunities, and partner with Sales to expand revenue within your portfolio.
• Travel: Regional travel will be required to conduct in-person strategic meetings or business reviews with high-value accounts.

Requirements

• Experience: 3+ years of Customer Success or Account Management experience in a B2B SaaS environment, specifically focused on post-onboarding account lifecycle, adoption, and retention.
• Language Requirements: Native-level German and English (written and spoken) is required.
• Tool Proficiency: Strong hands-on experience using customer success, CRM, and AI platforms. Specifically, experience utilizing Gainsight, Salesforce, and Claude is highly required for managing health scores, tracking opportunities, and automating workflows.
• Data Literacy: Proven ability to manage KPIs, analyse customer health data, and translate complex metrics into compelling data stories and actionable adoption strategies.
• Process Engineering: Demonstrated ability to build and refine scalable operational processes for in-life account management.
• Relationship Building: Proven ability to build strong, cross-functional relationships across all levels of a hotel's organization, from executive leadership down to front-of-house operations. Highly skilled at adapting communication styles, tailoring stories, and aligning language to effectively resonate with each unique stakeholder.
• Desired: Strong hospitality expertise: prior experience within hospitality technology, hotel operations, or managing hotel accounts.

Compensation

Target cash compensation ranges from €65,000 – €80,000, 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 candidate's skill level, experience, and specific work location.

We Offer

• Canary Days: As a company, we want to ensure that the team has time to recharge. Each month, we provide company-wide days off to ensure there is at least one extended weekend or day off.
• Self Improvement Club: We meet each month and share our personal goals for the month. Each individual is provided a budget towards any purchases that help us achieve these goals.
• Professional Development Chats: We provide a budget to help drive cross-functional professional development conversations across the organization.
• Travel Reimbursement: Team members are able to visit our offices across New York, San Francisco, or Dallas when they choose, and are provided a travel stipend for doing so. Spend time working with the team in their office, and use the rest of your time exploring a new city!
• Personal Travel Reimbursement: If you stay at a hotel that Canary works with, we provide a credit towards your stay.

Canary Technologies is an equal opportunity employer. We recruit, employ, train, compensate, and promote talent regardless of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.