# Head of Global Enterprise Customer Success

**Company:** [Canary Technologies](https://hotfix.jobs/companies/canary-technologies)
**Location:** New York, NY, San Francisco, CA, Dallas, TX
**Role:** Customer Success
**Salary:** $201k – $259k/yr
**Experience:** 10+ years
**Skills:** Customer Success, Strategic Account Management, Professional Services, Enterprise Saas, C-Suite Engagement, Team Leadership, Multi-Product Deployments, Customer Retention, Customer Expansion, Cross-Functional Collaboration, Customer Health Metrics, Hospitality Technology
**Posted:** 2025-07-23

> Lead global enterprise customer success for major hotel brands at Canary Technologies. Own executive relationships, complex deployments, retention/expansion, and lead a team of CS and Implementation Managers while partnering with C-suite stakeholders.

## Job Description

## 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.

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