Customer Success Manager

3 weeks ago

Sydney, Australia Canary Technologies Full time

Canary Technologies is a fast-growing enterprise hospitality technology company that provides hotels with innovative solutions to drive efficiency and enhance the guest experience. Our core solutions get rid of antiquated technology in hotels. With backing from some of the top investors in Silicon Valley, including Y Combinator, Canary Technologies is trusted by thousands worldwide and serves some of the world’s largest and most iconic hotel brands.

This opportunity will provide close interaction with senior leaders and founders. Our founders are alums of the Cornell Hotel School, Columbia University, and The University of Pennsylvania
- Wharton. They have previously built software companies and have worked at firms such as Bain & Company and Starwood Hotels & Resorts.

We are an organization that strongly believes in meritocracy and performance. There is significant opportunity for advancement and growth in this role, both of which are based on performance and talent.

**About You**

You are a motivated self-starter who thrives in a fast paced environment, and are energized by the opportunity to help build the Customer Success department from the ground up in the Asia and Pacific regions. You have demonstrated success driving strong product activation and adoption and building rapport with customers. You are excited to dive into the details, are technically savvy, and are quick to deliver value for customers. Fluency in English is a must and proficiency in Mandarin a plus.

**About the Role**

This role is part of the Customer Success team and is responsible for forging strong, fruitful relationships with our growing market of customers in Asia and Australia. We are expanding our footprint in the region and looking for someone to help us strengthen our customer base here. You would be covering a range of customers across segments from SMB to Enterprise with support from our leadership team in the US. You would be supporting customers throughout their life cycle from onboarding and implementation, adoption and training, retention and renewals, to identifying expansion opportunities for our Sales team.

We are growing quickly, and the day-to-day responsibilities will evolve as the company grows. You will have the opportunity to work cross-functionally with the entire team, to help drive seamless implementation, healthy product adoption, and revenue expansion within our APAC SMB customer base.
**This role is fully remote.**

**Responsibilities**:

- ** Must reside regionally to the Sydney time zone**:

- Onboard APAC customers on Canary’s suite of solutions and ensure key stakeholders have strong working knowledge of all features and functionality
- Identify product gaps and opportunities to better serve our customers, and work with our Product team to define requirements and beta test solutions
- Act as a trusted advisor and conduct business reviews with key stakeholders within priority brands and management companies
- Evangelize the voice of our customers within Canary to help us continue putting the customer at the center of everything we do
- Onboard new clients, maintain existing customers, navigate upsell conversations, and proactively mitigate churnHave the ability to travel on-site to priority properties to ensure a successful deployment and product launch.

**Qualifications**:

- BA/BS
- Fluency in English, proficiency in Mandarin a plus
- 3 years of overall experience, preferably at a high growth start up
- 1-2 years of experience in SaaS account management, customer success, or sales
- Prior experience in Hospitality is helpful
- Full stack account management experience: including onboarding/implementation, product adoption, upsells, and renewal management
- Strong problem-solving, organizational, and verbal and written communication skills
- Excellent listening, negotiation, and presentation abilities
- Gratitude, a sense of purpose, and a kind and generous demeanor

**Company Perks**:

- Paid Time Off (Vacation, Sick, Public Holidays, and Canary mental health days)
- Stock Option Plan
- Flexibility to visit and travel to our offices once reopened (SF, NY)
- Paid parental leave
- Diverse and global team
- Travel stipend for when you stay at Canary hotels
- Regular team building events

Most importantly, we work hard to ensure Canary is a fun and exciting place to work. How do we do this?

First, we've added Canary Days to the calendar as company holidays to ensure that the team has 1 long weekend each month.

Second, we have a list clubs and perks listed below that create space for us to hang out

Self Improvement Club: We meet each month and share our personal goals for the month. We are able to expense $75 towards any purchases that helped us achieve these goals.

Fireside Chat: We meet each month to discuss a wide range of issues. This group was started focused on women's issues and has expanded in scope over the last several months.

Donuts : Each week a Slackbot called ‘Donut’ pai

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