Head of Global Enterprise Customer Success

About Canary Technologies

Canary Technologies is revolutionizing hotel management through an AI-driven platform tailored specifically for the hospitality sector. Trusted by over 20,000 hoteliers in more than 100 countries, including renowned brands like Wyndham, Marriott, IHG, Four Seasons, Rosewood, and Best Western, Canary equips hospitality professionals with advanced technology to enhance operational efficiency and guest experience. Recognized as a 2024 Deloitte Technology Fast 500™ company, one of Fast Company’s Most Innovative Companies, and a HotelTechReport Best Place to Work, Canary continues to grow with backing from top Silicon Valley investors including Y Combinator, F-Prime, Brighton Park Capital, and Insight Partners.

Role Overview

We are looking for a seasoned Head of Global Enterprise Customer Success to lead engagements with our largest and most strategic hotel clients worldwide. This executive will manage complex multi-product deployments and foster long-term customer retention, growth, and satisfaction. Acting as the senior sponsor for Canary’s key global accounts, this role involves close collaboration with C-level executives and leadership of an elite team of Enterprise Customer Success and Implementation Managers.

Key Responsibilities

• Ensure successful outcomes across Canary’s major global enterprise accounts, managing deployments, executive relationships, adoption, retention, and revenue growth.
• Establish and nurture trusted partnerships with senior executives including CIOs, CTOs, COOs, Chief Digital Officers, and Commercial leaders at leading hotel organizations.
• Act as the principal executive liaison for Canary’s top clients, proactively addressing risks, resolving escalations, and fostering long-term strategic partnerships.
• Lead and mentor a high-performing team focused on customer success and implementation, promoting a strong culture of accountability, dedication to customer outcomes, and ongoing development.
• Coordinate closely with Enterprise Sales to facilitate smooth onboarding and support sustained account expansion.
• Create strategic account plans aligning customer business goals with Canary’s product development to maximize expansion opportunities across brands and product lines.
• Collaborate across departments including Product, Engineering, Support, Marketing, and Revenue Operations to represent customer interests and enhance the overall experience.
• Drive operational excellence through scalable processes and governance for global enterprise deployments.
• Define and track key performance indicators related to implementation success, customer adoption, retention, expansion, and satisfaction metrics.
• Stay abreast of trends in hospitality technology and enterprise customer success best practices to continually enhance Canary’s service offering.

Qualifications

• Minimum 10 years in Customer Success, Strategic Account Management, Professional Services, or related enterprise customer-facing roles within B2B SaaS environments.
• At least 5 years experience in leadership roles managing and developing teams of customer success professionals.
• Demonstrated history managing executive relationships for large-scale enterprise clients, including Fortune 500 companies with complex organizational structures.
• Proven ability to build rapport with C-suite and senior business leaders through executive engagement and stakeholder management.
• Experience managing end-to-end complex multi-product software implementations and driving sustained customer success.
• Track record of delivering measurable improvements in customer adoption, retention, expansion, and overall account health.
• Strong executive presence coupled with excellent communication, negotiation, and presentation skills.
• Skilled in collaborating with interdisciplinary teams (Sales, Product, Engineering, Support, Marketing, Operations) to align on customer outcomes.
• Data-driven decision maker comfortable working with customer health metrics, business analytics, and operational insights.
• Background in hospitality technology, enterprise SaaS, fintech, or other complex B2B software sectors strongly preferred.

Compensation and Benefits

This position offers a target cash compensation between $201,000 to $259,000 annually, comprising a fixed salary and quarterly performance bonuses. Additionally, a stock option grant is included subject to board approval. Actual salary will be determined based on candidate qualifications and job location.

Additional Benefits

• Canary Days: Company-wide days off each month ensure at least one extended weekend or day for team members to relax and recharge.
• Self Improvement Club: Monthly meetings to share personal goals along with a budget allocation to support achievement of those goals.
• Professional Development Chats: Budget provided to encourage cross-functional professional growth conversations.
• Travel Reimbursement: Opportunities to visit offices in New York, San Francisco, or Dallas with provided travel stipends, allowing team members to work onsite and explore new cities.
• Personal Travel Credit: Credits towards stays when booking hotels that partner with Canary.

Equal Opportunity Employer

Canary Technologies is committed to equal employment opportunity and prohibits discrimination based on race, religion, ethnicity, national origin, citizenship, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected category.

Use of AI in Hiring

Artificial intelligence tools may support certain recruitment steps such as application review and resume analysis to assist our recruitment team; however, all final hiring decisions are made by human evaluators. Candidates may request additional information regarding data processing practices.