Customer Success Manager enhancing client relationships and driving value at a customer - oriented company in Sydney. Focused on onboarding, product usage, and customer insights.
About the role
- Customer Success Manager managing complex enterprise accounts for a hospitality software company. Collaborating with internal teams to ensure successful deployments and customer satisfaction.
Responsibilities
- Serve as the strategic owner of assigned global strategic accounts, maintaining long-term executive and operational relationships.
- Quarterback across work streams, coordinating with the Implementation Manager (deployments) and Sales (expansions).
- Lead strategic account planning: develop success plans tied to brand-level outcomes and property-level adoption.
- Conduct regular executive business reviews, providing insights, surfacing risks, and identifying opportunities for deeper partnership.
- Ensure smooth transitions from deployment to adoption by partnering with the Implementation Manager.
- Monitor product usage and adoption across large portfolios; intervene to mitigate risks and drive outcomes.
- Partner with Sales to uncover and execute expansion opportunities, ensuring seamless customer experience through the sales cycle.
- Advocate for customer needs internally by partnering with Product, Engineering, and Support teams to influence roadmap and resolve escalations.
- Promote customer advocacy, transforming satisfied brands into champions of Canary.
Requirements
- BA/BS degree.
- 5+ years in Enterprise Customer Success, Account Management, or Strategic Consulting—preferably in hospitality technology or SaaS.
- Proven ability to manage complex, multi-stakeholder enterprise accounts.
- Strong executive communication skills with the ability to influence C-level stakeholders.
- Experience in strategic planning and account growth within global or multi-property enterprises.
- Collaborative mindset, with proven ability to work cross-functionally with technical and commercial counterparts.
- Strong problem-solving skills and ability to manage competing priorities in fast-paced environments.
- Project Management Professional (PMP) certification or equivalent experience is a plus.
Benefits
- 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 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.
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