Senior Customer Success Manager
Canary TechnologiesAbout the role
About the Role
We’re seeking a proactive, highly strategic, and driven Senior Customer Success Manager to join our EMEA Customer Success team. In this role, you will take ownership of the onboarding and implementation of some of our most strategic accounts across the EMEA region. These high-impact deals hold immense value for Canary, driven either by substantial revenue potential or the prestigious regional status of the hotel property itself.
As a Senior CSM, you will collaborate closely with the Product, Engineering, and Sales teams to ensure a smooth, rapid implementation process that aligns the hotel's desired outcomes with our product’s capabilities. Beyond managing your own book of business, you will act as a leader within the region, coaching other customer success team members and collaborating on building scalable processes and workflows needed to onboard our highest-value accounts. Your efforts will directly influence the company’s expansion and establish you as a key player in shaping the future of hospitality technology in EMEA.
Responsibilities
- Strategic Onboarding & Implementation: Take full ownership of the relationship to onboard and implement strategic accounts as quickly and smoothly as possible. Partner with clients to minimize time-to-value and ensure absolute alignment between their strategic goals and Canary's product capabilities.
- Cross-Functional Collaboration: Work hand in hand with our Product and Engineering teams to navigate technical workflows and ensure a seamless, frictionless implementation process for complex accounts.
- Team Leadership & Mentorship: Help coach and develop other members of the EMEA customer success team, sharing best practices and elevating the team's overall performance.
- Process Optimization: Collaborate with the Director of Customer Success, Customer Success Implementation Team Lead and EMEA Product teams to implement new onboarding processes and specialized workflows tailored specifically to the needs of strategic accounts within the EMEA region.
- Lifecycle & Account Management: Act as the dedicated Customer Success Manager once accounts are live. Seamlessly guide customers through pilot phases into full contracts, ensuring long-term retention and satisfaction.
- Portfolio Growth: Own a strategic book of business, acting as a trusted advisor to identify pain points, unlock cross-sell opportunities, and partner with Sales to expand revenue.
- Product Expertise: Deeply understand Canary’s products, both current and future, to effectively communicate their value and impact to enterprise-level clients.
- Location: Ideally located in Barcelona, Spain (preferred, but not compulsory).
- Travel: Willingness to travel regionally as needed to conduct in-person strategic alignments or business reviews with high-value accounts.
Qualifications
- Experience: 5+ years of Customer Success experience in a SaaS environment, with a proven track record of managing enterprise or strategic accounts.
- Language Requirements: Complete fluency in both Spanish and English (written and spoken) is mandatory.
- Education: Bachelor’s degree or equivalent.
- Implementations: Experience navigating complex technical implementations and collaborating closely with Product and Engineering teams.
- Data Literacy: Proven ability to manage KPIs and translate complex metrics into compelling data stories, leveraging data insights to proactively identify and call out strategic and commercial opportunities during pilot phases.
- Tool Proficiency: Strong hands-on experience usi
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