Customer Success Associate

About the company

Canary Technologies builds modern hospitality software designed to help hotels operate more efficiently through an AI-powered platform tailored to the hotel industry. The platform is used by more than 20,000 hotel professionals across 100+ countries, and trusted by major hospitality brands including Wyndham, Marriott, IHG, Four Seasons, Rosewood, and Best Western. The company has also been recognized by Deloitte, Fast Company, and HotelTechReport, and is supported by investors such as Y Combinator, F-Prime, Brighton Park Capital, and Insight Partners.

The organization is focused on shaping the future of hospitality through technology.

Role overview

The Customer Success Associate supports the Customer Operations function by handling large volumes of operational tasks related to onboarding, setup, and customer support. You will partner with Customer Success Managers to make sure work is completed accurately and on time, directly affecting customer experience and product adoption. The role also includes special projects, live customer interactions, and operational workflows in a fast-moving environment where attention to detail and process improvement matter.

What you'll do

• Set up hotel accounts in backend tools while keeping account details accurate and on-brand.
• Work through customer operations tickets, including updates to registration cards, authorization forms, and messaging settings.
• Arrange onboarding and training meetings with customers.
• Help manage large rollout efforts such as scheduling waves and configuration projects.
• Contribute to special assignments involving outreach, reporting, and operational coordination.
• Keep CSMs and other stakeholders informed about task status and completion.
• Communicate clearly, professionally, and in a customer-friendly way in every interaction.
• Look for ways to improve processes and strengthen team efficiency.
• Support live workflows, including guest-facing help such as remote check-in assistance when needed.
• Deliver strong customer service while resolving operational or guest-related issues in real time.

What we are looking for

We are seeking someone with 1 to 3 years of experience in customer support, customer success, operations, or hospitality. The ideal candidate is highly organized, detail-oriented, and able to juggle multiple tasks at once in a high-volume setting. Strong written and verbal communication skills are essential, along with a confident, service-oriented approach to customer and guest interactions.

You should be comfortable following structured processes while adapting to new workflows, and be able to stay productive in a fast-paced environment. Familiarity with CRM systems, ticketing tools, or similar operational software is important. Experience in hospitality or hotel front desk operations is preferred, as is exposure to PMS platforms such as Opera or equivalent systems. Flexible scheduling, including weekends, may be needed depending on coverage requirements.

Benefits and additional information

Canary offers monthly company-wide days off, giving the team a chance to recharge with at least one extended weekend or day off each month. Team members can also take part in a Self Improvement Club, where monthly goals are shared and each person receives a budget for purchases that support those goals. The company provides funding for professional development conversations across teams.

Additional travel support is available for team members who choose to visit the company’s offices in New York, San Francisco, or Dallas, including a travel stipend. Employees who stay at a hotel that Canary partners with can also receive a credit toward their stay. The company states that it is an equal opportunity employer and that it may use AI tools to assist with parts of the hiring process, while final hiring decisions remain human-led.