客户成功经理（德语）
Customer Success Manager (German Speaking)
关于我们
想想你上一次入住酒店。你是否通过手机办理了入住，跳过了前台排队？是否通过消息联系员工要了额外的枕头？是否用手机一点就订了夜宵？那么你可能已经接触过Canary。
Canary Technologies是领先的代理式AI平台，用于酒店和客户管理，为全球125多个国家的20,000多家酒店提供数字基础设施。世界知名的酒店品牌，包括万豪国际、四季酒店和温德姆酒店集团，与我们合作以提高收入、改善运营并提升客户体验。
我们在酒店业部署了最大规模的自主AI系统，构建了重新定义客户与酒店互动方式的技术。这使我们成为全球最获资金支持的酒店科技公司之一，截至目前已筹集近2亿美元。
Canary被列为2024和2025年德勤科技Fast 500™公司、Inc. 5000最快成长公司，并在2026年HotelTechAwards中斩获多项大奖，包括最佳工作场所、第一名客户体验平台以及酒店业者选择奖。我们正在扩大团队，以比以往更快的速度实现创新。
我们发展迅速，正在寻找对工作充满热情、希望与我们共同成长并逐步承担更多责任的人才。我们同样重视严谨性和速度：高标准、快节奏、真正的所有权。如果你正在寻找这样的环境，这里就是你的选择。
加入我们吧！让我们一起塑造酒店业的未来。
职位简介
我们正在寻找一位积极主动、有驱动力的客户成功经理，加入我们的EMEA客户成功团队。在这个职位中，你将负责客户的后续使用（“上线后”）旅程，特别关注我们的德语客户群体。
此职位不涉及初始激活或入职流程。相反，你的主要职责是推动深入的产品使用，提高客户健康评分，并确保我们的客户充分利用Canary平台的持续价值。你还将发挥关键作用，设计和创建新的流程，以培养长期关系、提高客户留存率并促进可扩展的账户增长。
你将负责
客户生命周期管理：全面负责客户在入职后的“上线后”关系，确保长期留存、满意度和客户推荐。
产品采用与价值实现：推动客户深入使用产品，确保他们充分挖掘Canary平台的价值。
客户健康与满意度：定期评估客户健康状况，识别潜在风险，制定改进计划，提升客户满意度。
客户反馈与需求收集：收集客户反馈，与产品和解决方案团队协作，推动产品优化和功能改进。
流程优化与创新：参与设计和优化客户成功流程，提升效率和客户体验。
跨部门协作：与销售、产品、技术支持等团队紧密合作，确保客户成功目标的达成。
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About Us
Think about your last hotel stay. Did you skip the front desk line with mobile check-in? Message the staff for extra pillows? Order a late-night snack with a tap on your phone? Then you’ve likely run into Canary in the wild.
Canary Technologies is the leading agentic AI platform for hotel and guest management, powering the digital infrastructure for more than 20,000 hotels in 125+ countries. The world's most renowned hospitality brands, including Marriott International, Four Seasons and Wyndham Hotels & Resorts, partner with us to increase revenue, improve operations and elevate the guest experience.
We’ve executed the largest deployment of autonomous AI systems in hospitality, building technology that fundamentally redefines how guests and hotels interact. It’s made us one of the top-funded hotel technology companies in the world, with nearly $200M raised to date.
Canary has been recognized as a 2024 and 2025 Deloitte Technology Fast 500™ company, Inc. 5000 fastest-growing company, and swept the 2026 HotelTechAwards, including Best Place to Work, #1 Guest Experience Platform, and the Hotelier’s Choice Award. We’re scaling our team to bring innovation to life faster than ever.
We're growing quickly, and we're looking for people who are passionate about their work, want to grow with us and are ready to take on more responsibility along the way. We value rigor and velocity in equal measure: high standards, fast pace, real ownership. If that's the environment you're looking for, this is the place for you.
Come join us! Let’s shape the future of hospitality together.
About the Role
We’re seeking a proactive and driven Customer Success Manager to join our EMEA Customer Success team. In this role, you will take ownership of the post-implementation ("in-life") journey for our accounts, with a special focus on our German-speaking customer base.
This role is not focused on initial activations or onboarding. Instead, your primary focus will be driving deep product adoption, improving customer health scores, and ensuring our clients maximize the continuous value of Canary's platform. You will also play a key part in designing and creating new processes that nurture long-term relationships, drive retention, and foster scalable account growth.
What You’ll Do
Customer Lifecycle Management: Take full ownership of the post-onboarding "in-life" relationship with customers, ensuring long-term retention, satisfaction, and advocacy.
Product Adoption & Value Realization: Proactively monitor customer usage and engagement. Partner with clients to ensure they are fully adopting the product and achieving their strategic goals with Canary's platform.
Customer Health & Proactive Engagement: Regularly assess customer health metrics to develop proactive engagement strategies, mitigate churn risk, and improve customer satisfaction.
Process Creation: Collaborate with the EMEA Customer Success leadership to design, test, and implement new post-implementation processes and workflows that scale our operations and improve our KPIs.
Account Growth: Act as a trusted advisor to uncover pain points, unlock cross-sell and upsell opportunities, and partner with Sales to expand revenue within your portfolio.
Travel: Regional travel will be required to conduct in-person strategic meetings or business reviews with high-value accounts.
What We’re Looking For
Experience: 3+ years of Customer Success or Account Management experience in a B2B SaaS environment, specifically focused on post-onboarding account lifecycle, adoption, and retention.
Language Requirements: Native-level German and English (written and spoken) is required.
Tool Proficiency: Strong hands-on experience using customer success, CRM, and AI platforms. Specifically, experience utilizing Gainsight, Salesforce, and Claude is highly required for managing health scores, tracking opportunities, and automating workflows.
Data Literacy: Proven ability to manage KPIs, analyse customer health data, and translate complex metrics into compelling data stories and actionable adoption strategies.
Process Engineering: Demonstrated ability to build and refine scalable operational processes for in-life account management.
Relationship Building: Proven ability to build strong, cross-functional relationships across all levels of a hotel's organization, from executive leadership down to front-of-house operations. Highly skilled at adapting communication styles, tailoring stories, and aligning language to effectively resonate with each unique stakeholder.
Desired: Strong hospitality expertise: prior experience within hospitality technology, hotel operations, or managing hotel accounts.
Compensation
Target cash compensation ranges from €65,000 – €80,000, including a fixed annual salary and a performance-based bonus paid quarterly.
This role also includes a stock option grant, subject to board approval.
Actual compensation will be commensurate with the candidate's skill level, experience, and specific work location.
Perks & Benefits
We work hard to make Canary a fun, rewarding, and high-energy place to work. Here’s how we take care of our flock:
Time Off
Unlimited PTO: Take the time you need to truly rest and recharge.
Holidays + Canary Days: Standard holidays plus monthly company-wide days off for a guaranteed long weekend.
Birthday Holiday: A dedicated day off to celebrate you!
Travel & Office Flexibility
Office Exchange: A travel stipend to visit the team in person at our SF, NY, or Dallas hubs.
Canary Hotel Experience: Staying at a Canary hotel? We’ve got you covered with a credit toward your stay.
Preferred Hotels Discount: Enjoy a minimum 30% off the best available rate at select partner hotels globally.
Growth & Community
Self Improvement Club: A monthly budget to help you smash your personal goals.
Professional Development: Level up your career with a dedicated learning stipend to fuel your skills and cross-functional connection.
Referral Program: Help us grow the flock and score a cash bonus for successful hires.
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.