Canary Technologies
Hospitality
CustomerSuccessEnablementManager
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“Customer Success Enablement Manager at Canary Technologies. Skills: Onboarding program design, Everboarding program design, CS playbook development, CS tool management. Own onboarding and ramp experience for new CS hires. Build structured, measurable onboarding programs”
What You'll Achieve.
Reduce time-to-productivity quarter over quarter; New hire is ready to own accounts; CSMs work smarter and scale their impact; Clear metrics for enablement programs (ramp time, certification rates, skill progression, program NPS)
Industry & Context.
Identify capability gaps; Close capability gaps; Close skill gaps; Analytical mindset
Travel to offices in New York, San Francisco or Dallas, Stay at hotels Canary works with
What They're Looking For.
Must Have
2–4+ years in Customer Success Enablement, L&D, CS Operations, or a similar role with significant ownership of onboarding or training programs, Demonstrated experience building a new hire onboarding program from scratch or substantially overhauling one, Track record of designing ongoing training, certification, or skill-development programs for customer-facing teams, instructional design instincts, Excellent facilitation, presentation, and workshop leadership skills, project management skills, Familiarity with CS methodologies, tools (Gainsight, Salesforce, Gong), and customer health frameworks, Analytical mindset, Self-starter who thrives in a fast-paced, often ambiguous startup environment, A collaborative, proactive operator with genuine passion for helping teammates grow
Nice to Have
speak to measurable ramp-time improvements, bonus if you can speak to measurable ramp-time improvements
What You'll Do.
Own onboarding and ramp experience for new CS hires
measurable onboarding programs
Iterate on onboarding experience
Design and run 'everboarding' programs
Identify capability gaps across the team
Develop and maintain CS competency framework
and improve CS playbook library
Codify institutional knowledge
Maintain single source of truth for CS processes
Embed AI into team workflows
Measure impact of enablement programs
How You'll Work.
Team & Collaboration
Partner with Product, Marketing, and Sales; Champion knowledge-sharing rituals across CS org; Tailor enablement to globally distributed team
Communication Scope
Excellent facilitation; Presentation skills; Workshop leadership skills
Process & Methodology
Run multiple programs in parallel, Ship on a timeline
Full Job Description
## Description 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! ## Responsibilities Onboarding & New Hire Ramp Own the end-to-end onboarding and ramp experience for every new CS hire — from pre-boarding through fully ramped — including curriculum design, learning paths, milestones, and ramp-time targets. Build structured, measurable onboarding programs with clear competency checkpoints, certifications, and graduation criteria so we know exactly when a new hire is ready to own accounts. Continuously iterate on the onboarding experience based on new hire feedback, manager input, and ramp-time data; reduce time-to-productivity quarter over quarter. Everboarding & Skill Development Design and run "everboarding" programs that keep tenured CSMs growing — recurring skill-building sprints, deep-dive workshops, role-based learning tracks, and certification refreshes tied to product and process changes. Identify capability gaps across the team through skills assessments, call reviews, and partnership with CS leadership; build targeted upskilling programs to close them. Develop and maintain a CS competency framework that defines what good looks like at each level and powers career development conversations. Playbooks & Institutional Knowledge Own, build, and continuously improve the CS playbook library — capturin
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