Head of Global Enterprise Customer Success

Responsibilities

• Own customer outcomes across Canary's largest enterprise accounts, including successful deployments, executive engagement, product adoption, retention, and expansion.
• Build trusted relationships with executive stakeholders—including CIOs, CTOs, COOs, Chief Digital Officers, Commercial leaders, and other senior executives—at the world's largest hotel brands.
• Serve as the executive sponsor for Canary's most strategic customers, proactively managing executive relationships, mitigating risk, resolving escalations, and driving long-term partnership success.
• Lead, coach, and develop a high-performing team of Enterprise Customer Success Managers and Enterprise Implementation Managers, creating a culture of accountability, customer obsession, and continuous development.
• Partner closely with Enterprise Sales to ensure seamless transitions from sales through implementation while supporting long-term account growth and customer success.
• Develop strategic account plans that align customer business objectives with Canary's product roadmap and identify opportunities to expand Canary's footprint across brands, portfolios, and products.
• Collaborate cross-functionally with Product, Engineering, Support, Marketing, and Revenue Operations to advocate for enterprise customer needs and continuously improve the customer experience.
• Establish operational excellence across enterprise implementations by driving scalable processes, governance, and best practices for complex global deployments.
• Define and monitor key success metrics across implementation, adoption, customer health, retention, expansion, executive engagement, and overall customer satisfaction.
• Stay informed on hospitality technology trends and enterprise customer success best practices to continually elevate Canary's strategic customer experience.

Qualifications

• 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 leadership experience building, managing, and developing high-performing customer-facing teams.
• Proven experience serving as the executive relationship owner for Fortune 500 or other large enterprise customers with complex organizational structures.
• Demonstrated success building trusted relationships with C-suite executives and senior business leaders.
• Track record of leading complex, multi-product enterprise software deployments from implementation through long-term customer success.
• Proven ability to drive measurable improvements in customer adoption, retention, expansion, and overall customer health.
• Strong executive presence with exceptional communication, presentation, negotiation, and stakeholder management skills.
• Experience partnering cross-functionally with Sales, Product, Engineering, Support, Marketing, and Operations to deliver customer outcomes.
• Analytical mindset with experience using customer health metrics, business data, and operational insights to drive strategic decision-making.
• Experience within hospitality technology, enterprise SaaS, fintech, or another complex B2B software environment is strongly preferred.
• English and French are required.
• German and Spanish are preferred, but not required.

Compensation

Target cash compensation ranges from $201,000 - $259,000, 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.