Customer Success Strategy & Operations Manager

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’re hiring a Customer Success Operations Manager to join our growing CS Ops team, supporting the Senior CS Operations & Strategy Manager . In this role, you’ll play a central part in building the systems, processes, and insights that enable our CS team to scale and deliver an exceptional post-sales experience.

Your mission: to scale our CS operations by enhancing tooling, streamlining workflows, and unlocking actionable insights that help the team deliver better outcomes across implementation, retention, and expansion.

You’ll take ownership of key operational workstreams, including tooling administration, data auditing, and analytics, while collaborating cross-functionally with Product, Sales Ops, and Finance to evolve our post-sales systems.

Responsibilities

• Support CS Operations : Partner with the Senior CS Operations & Strategy Manager to execute projects, troubleshoot workflow issues, and analyze data to support strategic decisions.
• Support GTM Data Needs : Respond to ad-hoc analytics and data ticket requests from CS and other GTM teams, delivering timely, accurate insights to inform decision-making
• Own Reporting Infrastructure : Create dashboards and reporting frameworks that surface actionable insights across implementation, adoption, risk, renewals, and NRR.
• Ensure Data Integrity: Own data hygiene across platforms, resolve discrepancies in customer data, and maintain accurate segmentation and health score logic.
• Drive Operational Efficiency: Analyze and improve CS processes to reduce manual work, increase team efficiency, and ensure scalability of workflows like onboarding, QBRs, and renewal tracking.
• Manage Tooling & Automation: Manage and optimize the CS tech stack (Gainsight, Salesforce, Gong), implement lifecycle automations, and support feature rollout and user adoption across the team.
• Maintain Documentation: Create and maintain documentation for processes, procedures, and best practices.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• 1 - 3 years of experience in Operations, Business Analytics, or a similar analytical role.
• Proficiency in SQL is required – must be able to write and troubleshoot complex queries independently.
• Proficiency in advanced Microsoft Excel, including pivot tables and data modeling, is required.
• Strong attention to detail, analytical skills, and ability to proactively solve problems.
• Ability to manage multiple workstreams, communicate clearly, and collaborate cross-functionally.
• Preferred proficiency in Salesforce or a similar CRM.
• Experience in operations/analytics, preferably within a Customer Success or Sales environment.

$90,000 - $100,000 a year

The base Salary Range for this role is $90,000 - $100,000 annualized salary. This is subject to standard withholding and applicable taxes. Actual compensation will be commensurate with the candidate’s skill level, experience, and specific work location. This role may also include the opportunity to earn a discretionary bonus and/or equity.

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.