# Customer Success Manager

**Company:** [Canary Technologies](https://hotfix.jobs/companies/canary-technologies)
**Location:** Remote
**Role:** Customer Success
**Salary:** €65k – €80k/yr
**Experience:** 3+ years
**Skills:** Gainsight, Salesforce, Claude, B2B SaaS, Customer Success, Account Management, Kpi Management, Customer Health Metrics, Process Design, Product Adoption, Retention, Cross-Selling, Upselling, Hospitality Technology
**Posted:** 2026-06-29

> Own the post-implementation customer lifecycle for German-speaking B2B SaaS accounts across EMEA, driving adoption, customer health, retention, and expansion. The role requires 3+ years of Customer Success or Account Management experience, native-level German and English, and hands-on experience with Gainsight, Salesforce, and Claude.

## Job Description

## Responsibilities
- Own the post-onboarding, in-life customer relationship to drive retention, satisfaction, and advocacy.
- Monitor product usage and engagement to increase adoption and help customers achieve strategic goals.
- Assess customer health metrics, develop proactive engagement strategies, mitigate churn risk, and improve satisfaction.
- Design, test, and implement scalable post-implementation processes and workflows with EMEA Customer Success leadership.
- Identify cross-sell and upsell opportunities and partner with Sales to expand revenue within the account portfolio.
- Travel regionally for strategic meetings and business reviews with high-value accounts.

## Requirements
- 3+ years of Customer Success or Account Management experience in a B2B SaaS environment, focused on post-onboarding lifecycle management, adoption, and retention.
- Native-level German and English proficiency, written and spoken.
- Hands-on experience with customer success, CRM, and AI platforms, including Gainsight, Salesforce, and Claude.
- Ability to manage KPIs, analyze customer health data, and translate metrics into actionable adoption strategies.
- Experience building and refining scalable operational processes for in-life account management.
- Strong relationship-building and stakeholder communication skills across hotel organizations, from executive leadership to front-of-house operations.

## Nice to Have
- Experience in hospitality technology, hotel operations, or managing hotel accounts.

## Compensation and Benefits
- Target cash compensation of €65,000–€80,000, including fixed annual salary and a quarterly performance-based bonus.
- Stock option grant, subject to board approval.
- Actual compensation depends on skills, experience, and specific work location.

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**Apply:** https://hotfix.jobs/jobs/33f2f68a-7351-484b-a58f-61286a5a75ca
**Canonical:** https://hotfix.jobs/jobs/33f2f68a-7351-484b-a58f-61286a5a75ca