# Head of Global Enterprise Customer Success

**Company:** [Canary Technologies](https://hotfix.jobs/companies/canary-technologies)
**Location:** New York, NY
**Role:** Customer Success
**Salary:** $201k – $259k/yr
**Experience:** 10+ years
**Skills:** Customer Success, Strategic Account Management, B2B SaaS, Enterprise Software, Executive Engagement, Customer Adoption, Customer Retention, Customer Expansion, Account Planning, Stakeholder Management, Negotiation, Customer Health Metrics, Implementation Management, Revenue Operations, Hospitality Technology
**Posted:** 2026-07-29

> Leads global enterprise customer success for strategic hotel-brand accounts, overseeing executive relationships, complex software deployments, adoption, retention, expansion, and a team of customer success and implementation managers. Requires 10+ years in enterprise customer-facing B2B SaaS roles and substantial leadership experience.

## Job Description

## Responsibilities
- Own customer outcomes across the largest enterprise accounts, including deployments, executive engagement, product adoption, retention, and expansion.
- Build trusted relationships with CIOs, CTOs, COOs, Chief Digital Officers, commercial leaders, and other senior executives at global hotel brands.
- Serve as executive sponsor for strategic customers by managing relationships, mitigating risk, resolving escalations, and driving long-term partnerships.
- Lead, coach, and develop Enterprise Customer Success Managers and Enterprise Implementation Managers.
- Partner with Enterprise Sales on transitions from sales through implementation and support long-term account growth.
- Develop strategic account plans aligned with customer objectives and the product roadmap; identify expansion opportunities across brands, portfolios, and products.
- Collaborate with Product, Engineering, Support, Marketing, and Revenue Operations to advocate for enterprise customers and improve customer experience.
- Establish scalable processes, governance, and best practices for complex global implementations.
- Define and monitor metrics for implementation, adoption, customer health, retention, expansion, executive engagement, and customer satisfaction.
- Stay current on hospitality technology trends and enterprise customer success practices.

## 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 experience building, managing, and developing high-performing customer-facing teams.
- Experience owning executive relationships for Fortune 500 or other large enterprise customers with complex organizational structures.
- Demonstrated success building relationships with C-suite executives and senior business leaders.
- Track record leading complex, multi-product enterprise software deployments through implementation and long-term customer success.
- Proven ability to improve customer adoption, retention, expansion, and overall customer health.
- Strong executive presence and exceptional communication, presentation, negotiation, and stakeholder management skills.
- Experience partnering cross-functionally with Sales, Product, Engineering, Support, Marketing, and Operations.
- Analytical mindset with experience using customer health metrics, business data, and operational insights for strategic decision-making.

## Nice to Have
- Experience in hospitality technology, enterprise SaaS, fintech, or another complex B2B software environment.

## Compensation
- Target cash compensation: $201,000-$259,000, including fixed annual salary and a performance-based bonus paid quarterly.
- Stock option grant, subject to board approval.

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