Director of Customer Success

Company: Canary Technologies
Location: San Francisco
Posted on: April 10, 2021

Job Description:

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 We are looking for a highly motivated customer-centric individual that can take on an array of responsibilities at a fast growing company. You will lead Canary's Customer Success function and act as a player-coach to build out a high performance global team focused on driving value for our customers. At Canary, Customer Success primarily encompasses customer onboarding, adoption, renewals, and upsells. As a part of this role, this individual will be responsible for identifying critical needs of our customers and mapping appropriate resources cross-functionally. -- The Director of Customer of Success will serve as the key advocate for clients and become the primary contact post-sales for enterprise clients. The ideal candidate is someone with at least 7+ years of experience at technology companies, and is an energetic self-starter who is eager to get their hands dirty while building this function.You are detail oriented, and open to taking on real responsibility. This role will work closely across functions internally, including product, sales, and operations.-- Responsibilities

• Design and implement best practices for building long-term strategic relationships with our customers across the globe
• Establish and manage Customer Success KPIs (Renewal Rate, Customer Health, Onboarding Success Rate etc.)
• Establish upsell and cross-sell playbooks to expand Canary footprint within customer base
• Interact with existing customers to identify pain-points, prioritize business opportunities, and productize solutions to ensure customer success
• Effectively communicate customer learnings to the sales and product team to help direct the roadmap of the company
• Manage all aspects of client on-boarding, including gathering information from customers, conducting webinar trainings and initial account setup Qualifications
  • Strong demonstrated experience building and managing high performing SaaS Customer Success teams
  • Experience working in a flexible and high-paced environment while supporting a high volume of accounts
  • Proven track record of scaling product adoption and identifying/remediating risk across a CSM team
  • Demonstrated experience identifying and driving solutions to productivity, efficiency, churn, expansion or other CS challenges at a global level.
  • Strategic perspective on Customer Success as a function with a focus on driving value to all stakeholders
  • Detail oriented and meticulous in your organization and ruthless about time-management
  • Strong communication abilities
  • Highly proficient with technology and collaboration tools Experience
    • BA/BS
    • Prior SaaS experience
    • Minimum 7+ years of work experience
    • Prior experience building and managing a team
    • Prior experience in software and/or hospitality (preferred but not required)
    • Prior experience in management consulting a plus, but not required Canary Technologies is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Keywords: Canary Technologies, San Francisco , Director of Customer Success, Executive , San Francisco, California