Customer Success Manager (German Speaking)

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.

Responsibilities

• 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.

Qualifications

• 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.