SMB Customer Success Manager
Canary Technologies
Customer Service, Sales & Business Development
New York, NY, USA
Posted on Jul 29, 2025
About Us
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!
About the Role
We are seeking a highly motivated and experienced SMB Customer Success Manager (CSM) to join our growing team. The SMB CSM will be responsible for managing a high volume of accounts at a low-touch pace, leveraging technology to ensure customer satisfaction, drive retention, and foster long-term relationships with our SMB hotel partners. This role will have an increased focus on identifying and executing expansion opportunities within the existing customer base.
Responsibilities
- Customer Retention: Proactively engage with a large portfolio of SMB hotel accounts to ensure continued satisfaction and utilization of Canary products. Utilize automated tools and scaled outreach methods to identify and mitigate risks to customer churn
- Customer Health Management: Monitor customer health metrics across a broad base of accounts, identify common areas for improvement, and develop scalable action plans to increase customer success for SMB partners
- Customer Expansion: Proactively identify opportunities for product expansion within existing SMB accounts, collaborating with sales teams to drive upsell and cross-sell initiatives through targeted, technology-driven campaigns
- Relationship Management: Build and maintain relationships with key stakeholders at client hotels through efficient and intentional scaled communication, leveraging digital channels and automated touchpoints
- Product Expertise: Become a subject matter expert on Canary Technologies' product suite, providing guidance and best practices to a wide range of SMB customers through self-service resources and automated communications
- Issue Resolution: Act as a point of contact for common customer issues, working cross-functionally with support, product, and engineering teams to ensure timely resolution for SMB accounts, often guiding customers to self-serve solutions
- Scaled Engagement: Employ technology and automation to produce meaningful customer touchpoints that are scaled yet intentional, ensuring a consistent and valuable experience for a high volume of accounts.
Qualifications
- Bachelor's degree (BS/BA)
- 3-4 years of proven experience in account management or customer success, preferably within a high-volume B2B SaaS environment
- Strong understanding of customer success methodologies and best practices, particularly in a low-touch, high-volume model
- Excellent communication skills, with an emphasis on written and digital communication for scaled engagement
- Ability to manage multiple accounts simultaneously and prioritize tasks effectively, utilizing CRM and customer success platforms
- Proficiency in leveraging technology (e.g., CRM, customer success platforms, marketing automation tools) to manage customer relationships at scale
- Familiarity with the hotel or hospitality industry is a plus
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.