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Customer Success Manager (APAC)

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 90+ 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, FPrime, and Insight Ventures.


Join us in shaping the future of hospitality!



About the Role

We’re seeking a proactive and driven Customer Success Manager (CSM) to join our APAC-focused team. In this role, you’ll be instrumental in ensuring the success of deployments, fostering long-term client relationships, and expanding Canary's presence within the Mid-Market and SMB accounts across APAC.


As a CSM, you’ll collaborate closely with the Customer Success, Sales, and Product teams to support client success and growth while contributing to Canary's strategic goals for the region. Your efforts will directly influence the company’s expansion and establish you as a key player in shaping the future of hospitality technology in APAC.


Responsibilities
  • Product Expertise: Deeply understand Canary’s products, both current and future, to effectively communicate their value and impact to clients
  • Client Onboarding: Lead all aspects of the onboarding process, including collecting client requirements, conducting webinars, and completing initial account setup to ensure a smooth and efficient start
  • Drive Customer Value: Partner with clients to understand their goals, demonstrate how Canary’s solutions address their needs, and minimize time-to-value
  • Relationship Management: Build and maintain strong relationships with key stakeholders, identifying pain points and opportunities for growth. Collaborate with Sales to close expansion opportunities and communicate client feedback to inform the product roadmap
  • Portfolio Growth: Own a book of business and proactively identify growth opportunities, partnering with Sales to expand the book of business
  • Strategic Insight: Act as a trusted advisor, identifying and resolving client challenges while ensuring alignment with Canary’s goals


Qualifications
  • Bachelor’s degree
  • 3–5 years of Customer Success experience in a SaaS environment
  • Proven track record of onboarding clients through complex technical challenges
  • Strong organizational and time-management skills to effectively manage a large portfolio of Mid-Market accounts
  • Exceptional communication abilities, capable of building trust and rapport with diverse stakeholders
  • Analytical mindset to assess client needs and develop scalable processes
  • Collaborative nature, adept at working with cross-functional teams including Product, Marketing, Sales, and Operations
  • Confidence, charisma, and the ability to seize opportunities to drive growth and success
  • Proficiency with technology and adaptability to dynamic environments
  • Familiarity with hospitality technology is a plus
  • Thai Language preferred


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.


Average salary estimate

$75000 / YEARLY (est.)
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$60000K
$90000K

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What You Should Know About Customer Success Manager (APAC), Canary Technologies Corp

At Canary Technologies, we're on a mission to transform the hospitality experience, and we're looking for a Customer Success Manager (APAC) to join our dynamic team! If you’re someone who thrives on building relationships and guiding clients through their journey, this role is perfect for you. As a key player in our APAC region, you'll enjoy the thrill of collaborating across teams to ensure our clients realize the full benefits of our cutting-edge solutions. You’ll lead onboarding processes, helping clients get up to speed with our modern software that enhances hotel operations for industry giants like Marriott and Wyndham. Your strong communication skills will be pivotal as you build lasting relationships with clients, understanding their unique challenges and identifying opportunities for growth. You’ll use your analytical mindset to assess client needs and tailor our offerings accordingly, ensuring they achieve their goals quickly and efficiently. In this role, you’ll not only drive customer value but also contribute to Canary’s strategic objectives, making a real impact on our expansion throughout the region. With a culture that prioritizes work-life balance and fun, we’re committed to supporting your personal and professional growth. Join us and become a vital part of a revolutionary journey in the hospitality tech landscape!

Frequently Asked Questions (FAQs) for Customer Success Manager (APAC) Role at Canary Technologies Corp
What are the main responsibilities of a Customer Success Manager at Canary Technologies?

As a Customer Success Manager (CSM) at Canary Technologies, you'll be responsible for guiding the onboarding process, ensuring clients realize value from our products, and building strong relationships with key stakeholders. Your role will involve understanding client goals and collaborating with cross-functional teams to address challenges, thereby driving portfolio growth and aligning with our strategic objectives.

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What qualifications do I need to become a Customer Success Manager at Canary Technologies?

To qualify for the Customer Success Manager position at Canary Technologies, you should possess a Bachelor’s degree and have 3-5 years of experience in a SaaS environment. A proven track record of successfully onboarding clients through complex challenges, strong communication skills, and an analytical mindset are essential for success in this role.

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What skills are essential for a Customer Success Manager at Canary Technologies?

Essential skills for the Customer Success Manager role at Canary Technologies include exceptional organizational and time-management abilities, strong communication skills to build trust with diverse stakeholders, and analytical capabilities to assess client needs. Being collaborative and adaptable in a fast-paced environment is also crucial for this position.

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How does Canary Technologies support the growth of Customer Success Managers?

Canary Technologies offers various professional development opportunities to support the growth of Customer Success Managers. This includes budgeted Professional Development Chats to facilitate cross-functional learning, a Self Improvement Club for personal goals, and travel reimbursement for team members to collaborate in different offices.

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Is experience in hospitality technology required for the Customer Success Manager role at Canary Technologies?

While familiarity with hospitality technology is a plus, it is not a strict requirement to become a Customer Success Manager at Canary Technologies. What matters most is your ability to manage client relationships and translate technical concepts effectively to address client needs.

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Common Interview Questions for Customer Success Manager (APAC)
How do you prioritize tasks when managing multiple accounts as a Customer Success Manager?

When managing multiple accounts as a Customer Success Manager, it's crucial to assess the urgency and impact of each task. I’d suggest creating a priority matrix to categorize tasks based on deadlines and client needs while ensuring regular check-ins with clients for feedback and updates.

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Can you describe a time when you improved customer satisfaction for a client?

Certainly! A specific instance I can share involved a client struggling with onboarding. I took the initiative to schedule additional training sessions tailored to their needs, resulting in enhanced user adoption and significantly improved their satisfaction scores. This experience taught me the importance of proactive engagement.

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What strategies do you use to understand your clients' needs?

To understand clients' needs, I employ active listening techniques during meetings and follow up with thorough surveys. I also keep the lines of communication open to foster transparency, ensuring I can quickly adapt our solutions to meet their evolving requirements.

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How do you handle difficult conversations with clients?

Handling difficult conversations requires empathy and a calm demeanor. I approach such situations by acknowledging the client’s concerns, offering my understanding, and working collaboratively to find a solution. This fosters trust and demonstrates our commitment to their success.

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What role does data play in your approach as a Customer Success Manager?

Data plays a pivotal role in my approach as a Customer Success Manager. By analyzing customer usage metrics, I can identify trends, assess areas for improvement, and demonstrate value to clients based on their specific data points. This evidence-based approach is crucial for driving growth.

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How would you promote customer growth in your portfolio?

To promote customer growth within my portfolio, I focus on understanding each client's long-term goals and objectives. Identifying cross-sell and upsell opportunities that align with their vision allows me to tailor our offerings effectively and encourage further investment in our solutions.

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How do you maintain relationships with clients after the initial onboarding process?

I maintain relationships with clients post-onboarding through regular check-ins and updates on new features or services that could benefit them. Additionally, I proactively seek feedback to ensure they have ongoing support and feel valued as clients.

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What is your experience with onboarding clients in a SaaS environment?

In my previous positions, I've successfully onboarded several clients in a SaaS environment by developing structured onboarding processes that include personalized training and readily available resources to ensure a smooth transition and quick realization of value.

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Can you explain complex technical concepts to non-technical stakeholders?

Absolutely! I pride myself on my ability to distill complex technical concepts into simple, relatable language. I often use real-world analogies and visual aids to help non-technical stakeholders grasp the essentials while addressing their specific concerns.

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Why are you interested in the Customer Success Manager position at Canary Technologies?

I'm drawn to the Customer Success Manager position at Canary Technologies because of the company’s innovative approach to hospitality technology. I appreciate the opportunity to be part of a mission that enhances guest experiences while leveraging my skills in relationship management to help clients succeed.

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Canary Technologies is helping to modernize the hotel technology stack with agile, cloud-based solutions to improve antiquated workflows. Canary provides a suite of innovative, PCI-compliant tools that help hotels provide a better guest experience...

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Full-time, remote
DATE POSTED
March 14, 2025

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