Director Of Customer Success - EMEA - Remote Eligible

Director of Customer Success - EMEA

Canary Technologies is changing the game for hotels with modern software powered by Canary's hospitality-specific AI platform. Canary is utilized by 20,000+ hoteliers in 100+ countries to equip hoteliers with the technology they need to work smarter and wow their guests. Major hotel brands such as Wyndham, Marriott, IHG, Four Seasons, Rosewood, and Best Western trust Canary to deliver results.

Canary was named a 2024 Deloitte Technology Fast 500™ company, a Most Innovative Company by Fast Company and a HotelTechReport Best Place to Work — and is backed by top Silicon Valley investors like Y Combinator, F-Prime, Brighton Park Capital and Insight Partners. Join us in shaping the future of hospitality!

Responsibilities

• Lead, mentor, and develop a team of Customer Success Managers; foster continuous professional growth.
• Define and execute customer retention strategies, ensuring high satisfaction, loyalty, and renewals.
• Oversee the full customer lifecycle from onboarding through renewal and beyond—ongoing engagement, renewals, expansion.
• Build and enforce best practices, playbooks, processes, and tooling for the CS function.
• Collaborate cross-functionally with Sales, Product/Engineering, Marketing to align on goals and initiatives.
• Analyze customer data and feedback to identify trends, areas for proactive engagement, and risk factors.
• Establish, track, and report on CS KPIs and team performance metrics.
• Cultivate a culture of learning, collaboration, and customer-centricity.
• Stay on top of CS/industry trends and drive innovation in CS practice

Qualifications

• 5+ years in customer success, account management, or client-facing roles
• At least 2+ years in a leadership or management position
• Experience overseeing onboarding/implementation function
• Proven experience leading, coaching, and scaling high-performing CS teams
• Strong analytical skills with ability to use data to inform decisions
• Excellent interpersonal and communication skills, both internal and external
• Experience using CRM tools (e.g. Salesforce) and customer success platforms (e.g. Gainsight, ChurnZero)
• Comfort in fast-paced, dynamic environments; ability to adapt to changing priorities

We also work hard to ensure Canary is a fun and exciting place to work! Here are some of the additional benefits:

Canary Days: As a company we want to ensure that the team has time to recharge. Each month we provide company wide days off to ensure there is at least one extended weekend or day off.

Self Improvement Club: We meet each month and share our personal goals for the month. Each individual is provided a budget towards any purchases that help us achieve these goals.

Professional Development Chats: We provide budget to help drive cross functional professional development conversations across the organization.

Travel Reimbursement: Team members are able to visit our offices across New York, San Francisco or Dallas when they choose, and are provided a travel stipend for doing so. Spend time working with the team in their office, and use the rest of your time exploring a new city!

Personal Travel Reimbursement: If you stay at a hotel that Canary works with, we provide a credit towards your stay.

Canary Technologies is an equal opportunity employer. We recruit, employ, train, compensate and promote talent regardless of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information or any other protected characteristic.