Head of Global Enterprise Customer Success
Tech Stack
Job Description, Responsibilities & Requirements
About the Position
Head of Global Enterprise Customer Success
New York, NY / San Francisco, CA / Dallas, TX
Customer Success
Full Time
Hybrid
About Us
Canary Technologies is revolutionizing the hospitality industry with its modern software powered by AI. Trusted by over 20,000 hoteliers in 100+ countries, Canary's platform helps hotels work smarter and delight their guests. Major hotel brands such as Wyndham, Marriott, IHG, Four Seasons, Rosewood, and Best Western rely on Canary to deliver exceptional results.
Canary was recognized as a 2024 Deloitte Technology Fast 500™ company, a Most Innovative Company by Fast Company, and a HotelTechReport Best Place to Work. Our investors include top Silicon Valley firms like Y Combinator, F-Prime, Brighton Park Capital, and Insight Partners.
Join us in shaping the future of hospitality!
Responsibilities
- Own customer outcomes across Canary's largest enterprise accounts, including successful deployments, executive engagement, product adoption, retention, and expansion.
- Build trusted relationships with executive stakeholders-including CIOs, CTOs, COOs, Chief Digital Officers, Commercial leaders, and other senior executives-at the world's largest hotel brands.
- Serve as the executive sponsor for Canary's most strategic customers, proactively managing executive relationships, mitigating risk, resolving escalations, and driving long-term partnership success.
- Lead, coach, and develop a high-performing team of Enterprise Customer Success Managers and Enterprise Implementation Managers, creating a culture of accountability, customer obsession, and continuous development.
- Partner closely with Enterprise Sales to ensure seamless transitions from sales through implementation while supporting long-term account growth and customer success.
- Develop strategic account plans that align customer business objectives with Canary's product roadmap and identify opportunities to expand Canary's footprint across brands, portfolios, and products.
- Collaborate cross-functionally with Product, Engineering, Support, Marketing, and Revenue Operations to advocate for enterprise customer needs and continuously improve the customer experience.
- Establish operational excellence across enterprise implementations by driving scalable processes, governance, and best practices for complex global deployments.
- Define and monitor key success metrics across implementation, adoption, customer health, retention, expansion, executive engagement, and overall customer satisfaction.
- Stay informed on hospitality technology trends and enterprise customer success best practices to continually elevate Canary's strategic customer experience.
Requirements
- 10+ years of experience in Customer Success, Strategic Account Management, Professional Services, or a related enterprise customer-facing role within B2B SaaS.
- 5+ years of leadership experience building, managing, and developing high-performing customer-facing teams.
- Proven experience serving as the executive relationship owner for Fortune 500 or other large enterprise customers with complex organizational structures.
- Demonstrated success building trusted relationships with C-suite executives and senior business leaders.
- Track record of leading complex, multi-product enterprise software deployments from implementation through long-term customer success.
- Proven ability to drive measurable improvements in customer adoption, retention, expansion, and overall customer health.
- Strong executive presence with exceptional communication, presentation, negotiation, and stakeholder management skills.
- Experience partnering cross-functionally with Sales, Product, Engineering, Support, Marketing, and Operations to deliver customer outcomes.
- Analytical mindset with experience using customer health metrics, business data, and operational insights to drive strategic decision-making.
- Experience within hospitality technology, enterprise SaaS, fintech, or another complex B2B software environment is strongly preferred.
- English and French are required.
- German and Spanish are preferred, but not required.
We Offer
- Competitive salary ranging from $201,000 - $259,000, including a fixed annual salary and a performance-based bonus paid quarterly.
- A stock option grant, subject to board approval.
- Actual compensation will be commensurate with the candidate's skill level, experience, and specific work location.
- Canary Days: Monthly company-wide days off to recharge.
- Self Improvement Club: Monthly meetings to share personal goals and a budget for achieving them.
- Professional Development Chats: Budget provided for cross-functional professional development conversations.
- Travel Reimbursement: Stipend for visiting Canary offices in New York, San Francisco, or Dallas.
- Personal Travel Reimbursement: Credit towards hotel stays at Canary-partnered hotels.
About the Company
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.
Apply for this job at Canary Technologies Corp Home Page.