SMB Account Manager

Dallas, TX
Customer Success /
Full Time /
Hybrid
Canary Technologies is a fast-growing enterprise hospitality technology company that provides hotels with innovative solutions to drive efficiency and enhance the guest experience. Our core solutions get rid of antiquated technology in hotels. With backing from some of the top investors in Silicon Valley, including Y Combinator, Canary Technologies is trusted by thousands worldwide and serves some of the world’s largest and most iconic hotel brands.


About the Role

As an Account Manager at Canary Technologies, you'll spearhead efforts to manage renewals and increase customer loyalty within the SMB segment. This role is part of the Customer Success team and is responsible for maximizing revenue retention, driving customer satisfaction, and forging fruitful relationships with our customers. We are growing quickly, and the day-to-day responsibilities will evolve as the company grows.

This opportunity will provide close interaction with senior leaders and founders. Our founders are alums of the Cornell Hotel School, Columbia University, and The University of Pennsylvania- Wharton. They have previously built software companies, and have worked at firms such as Bain & Company, and Starwood Hotels & Resorts.

We are an organization that strongly believes in meritocracy and performance. There is significant opportunity for advancement and growth in this role, both of which are based on performance and talent.

Responsibilities

    • Drive Retention: Actively work to maintain and increase gross retention revenue within the SMB segment by implementing strategies to minimize churn and enhance customer loyalty.
    • Manage Renewals & Minimize Churn: Take charge of the renewals process by identifying at-risk customers early and implementing targeted strategies to retain them. Actively engage with customers considering cancellation to understand their concerns and prevent churn.
    • Identify Expansion Opportunities: Increase net retention revenue by analyzing health metrics and usage patterns to identify and surface opportunities for account expansion.
    • Scale Customer Health Management: Proactively monitor the overall health of our SMB segment and partner with Customer Success Managers (CSMs) to implement scaled customer health management initiatives.

Qualifications

    • BA/BS
    • 2+ years of relevant work experience, preferably in a high-growth startup environment.
    • Strong aptitude for data analysis, with the ability to derive meaningful insights from complex datasets.
    • Excellent verbal and written communication skills, capable of conveying complex ideas effectively to a diverse audience.
    • Proven track record of success in driving renewals and expansion initiatives specifically tailored to the SMB customer segment.
    • Self-starter mentality with a demonstrated ability to initiate and drive projects to completion autonomously.
    • Ability to work collaboratively across teams, building strong relationships with stakeholders and colleagues.

Benefits

    • Health Care Plan
    • Paid Time Off (Vacation, Sick & Public Holidays)
    • Stock Option Plan
    • Flexibility to visit and travel to our offices (SF, Dallas, NYC)
We also work hard to ensure Canary is a fun and exciting place to work. How do we do this?

First off, we've added Canary Days to the calendar as company holidays to ensure that the team has time to recharge. Whether that means having an extended weekend each month or making sure there are sufficient breaks incorporated into the team's busy workweek, we want everyone to get the rest they deserve!

Second, we have a list clubs and perks listed below that create space for us to hang out:

Self Improvement Club: We meet each month and share our personal goals for the month.  We are able to expense $75 towards any purchases that helped us achieve these goals.

Fireside Chat: We meet each month to discuss a wide range of issues.  This group was started focused on women's issues and has expanded in scope over the last several months.

$50 to stay at any hotel that uses Canary Check-in

Book a trip at one of the hotels that has Canary Checkin, stay there, leave a review on TripAdvisor/Google and get a $50 reimbursement!

$500 travel reimbursement: We offer you the chance to visit our offices in New York, San Francisco or Dallas by providing a travel stipend. Spend at least three days working with the team in either hub, and use the rest of your time exploring a new city!