About the Role

We’re seeking a proactive, highly strategic, and driven Senior Customer Success Manager to join our EMEA Customer Success team. You will take ownership of the onboarding and implementation of some of our most strategic accounts across the EMEA region. These high-impact deals hold immense value for Canary, driven either by substantial revenue potential or the prestigious regional status of the hotel property itself.

As a Senior CSM, you will collaborate closely with the Product, Engineering, and Sales teams to ensure a smooth, rapid implementation process that aligns the hotel's desired outcomes with our product’s capabilities. Beyond managing your own book of business, you will act as a leader within the region, coaching other customer success team members and collaborating on building scalable processes and workflows needed to onboard our highest-value accounts. Your efforts will directly influence the company’s expansion and establish you as a key player in shaping the future of hospitality technology in EMEA.

Responsibilities

- Strategic Onboarding & Implementation: Take full ownership of the relationship to onboard and implement strategic accounts as quickly and smoothly as possible. Partner with clients to minimize time-to-value and ensure absolute alignment between their strategic goals and Canary's product capabilities.
- Cross-Functional Collaboration: Work with Product and Engineering teams to navigate technical workflows and ensure a seamless, frictionless implementation process for complex accounts.
- Team Leadership & Mentorship: Help coach and develop other members of the EMEA customer success team, sharing best practices and elevating the team's overall performance.
- Process Optimization: Collaborate with the Director of Customer Success, the Customer Success Implementation Team Lead,



and EMEA Product teams to implement new onboarding processes and specialized workflows tailored to the needs of strategic accounts in the EMEA region.
- Lifecycle & Account Management: Act as the dedicated Customer Success Manager once accounts are live. Guide customers through pilots to full contracts, ensuring long-term retention and satisfaction.
- Portfolio Growth: Own a strategic book of business, identifying pain points, unlocking cross-sell opportunities, and partnering with Sales to expand revenue.
- Product Expertise: Deeply understand Canary’s products, both current and future, to effectively communicate their value to enterprise-level clients.
- Location: Ideally located in Barcelona, Spain (preferred, but not compulsory).
- Travel: Willingness to travel regionally as needed to conduct in-person strategic alignments or business reviews with high-value accounts.

Qualifications

- Experience: 5+ years of Customer Success experience in a SaaS environment, with a proven track record of managing enterprise or strategic accounts.
- Language Requirements: Complete fluency in both Spanish and English (written and spoken) is mandatory.
- Education: Bachelor’s degree or equivalent.
- Implementations: Experience navigating complex technical implementations and collaborating closely with Product and Engineering teams.
- Data Literacy: Ability to manage KPIs and translate complex metrics into data stories, leveraging insights to identify and call out strategic and commercial opportunities during pilot phases.
- Tool Proficiency:



Hands-on experience with customer success, CRM, and AI platforms. Experience using Gainsight, Salesforce, and Claude is highly valuable for managing complex implementations and automating workflows.
- Project Management: Exceptional ability to manage multiple complex implementation timelines, technical requirements, and cross-functional dependencies.
- Relationship-Building: Strong capability to drive executive-level alignment and manage high-stakes stakeholder relationships.
- Coaching & Mentorship: Proven ability to mentor junior team members and build scalable operational processes.
- Commercial Acumen: Experience moving clients from pilots to full contracts and identifying expansion opportunities.
- Desired: Hospitality expertise: prior experience in hospitality technology, hotel operations, or managing enterprise hotel accounts.

Compensation & Benefits

Target cash compensation ranges from €93,000 – €101,000, including a fixed annual salary and a performance-based bonus paid quarterly.

This role also includes a stock option grant, subject to board approval.

Vigente compensation will be commensurate with the candidate's skill level, experience, and specific work location.

Canary is committed to a fun and exciting workplace. Benefits include Canary Days, Self Improvement Club, Professional Development budgets, Travel Reimbursement for visiting offices, and Personal Travel Credit when staying at Canary-affiliated hotels.

EEO Statement: 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.

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📌 Senior Customer Success Manager - Canarytechnologies (Barcelona)
🏢 Canarytechnologies
📍 Barcelona