Mid-Market Customer Success Manager

Responsibilities

• Deeply understand Canary’s products, both current and future, to effectively communicate their value and impact to clients.
• Lead all aspects of the onboarding process, including collecting client requirements, conducting webinars, and completing initial account setup to ensure a smooth and efficient start.
• Partner with clients to understand their goals, demonstrate how Canary’s solutions address their needs, and minimize time-to-value.
• Build and maintain strong relationships with key stakeholders, identifying pain points and opportunities for growth. Collaborate with Sales to close expansion opportunities and communicate client feedback to inform the product roadmap.
• Own a book of business and proactively identify growth opportunities, partnering with Sales to expand the book of business.
• Act as a trusted advisor, identifying and resolving client challenges while ensuring alignment with Canary’s goals.

Qualifications

• Bachelor's degree (BS/BA).
• 2-3 years of proven experience in account management or customer success, preferably within a B2B SaaS environment.
• Strong understanding of customer success methodologies and best practices.
• Excellent communication abilities and presentation skills, capable of building trust and rapport with diverse stakeholders.
• Ability to manage multiple accounts simultaneously and prioritize tasks effectively.
• Proactive and results-oriented with a strong customer-centric approach.
• Proven track record of working with clients through complex technical challenges.
• Collaborative nature, adept at working with cross-functional teams including Product, Marketing, Sales, and Operations.
• Confidence, charisma, and the ability to seize opportunities to drive growth and success.
• Proficiency with technology and adaptability to dynamic environments.
• Familiarity with the hotel or hospitality industry is a plus.

Compensation

Target cash compensation ranges from $104,000 - $127,000, including a fixed annual salary and a performance-based bonus paid quarterly. This role also includes a stock option grant, subject to board approval. Actual compensation will be commensurate with the candidate's skill level, experience, and specific work location.