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About the Role

The Senior Mid-Market Implementation Manager is responsible for the onboarding and go-live of Canary's most complex and high-value hotel and hotel-group clients. This is a portfolio position managing multiple mid-market deployments concurrently, each involving various stakeholders, custom configurations, and integrations with property systems. The role requires setting success criteria, coordinating cross-functional and vendor teams, managing timelines through complexities and escalations, and identifying opportunities for relationship expansion. It is a high-visibility, customer-facing role for an experienced implementation professional who can operate independently, navigate ambiguity, and serve as a trusted advisor to senior hotel operators.

Responsibilities

Own end-to-end onboarding for a portfolio of mid-market and multi-property clients, from kickoff through go-live and initial adoption, running several deployments in parallel without letting timelines slip.
Scope, configure, and deploy Canary's full product suite to each property's operational setup, including complex, non-standard configurations across hotel groups and portfolios.
Lead integrations to customer systems (PMS, payment, and other third-party platforms): scope technical requirements, coordinate internal technical teams and outside vendors, and keep the project moving when integrations are delayed or complex.
Establish mutual success criteria and a joint deployment plan with the customer up front, then drive product adoption to ensure those goals are measurably met.
Manage senior and multi-stakeholder relationships: navigate pushback, reset expectations, resolve escalations, and maintain trust and momentum toward go-live.
Identify and drive expansion opportunities during onboarding, partnering with Sales and Customer Success to grow the relationship beyond the initial deployment.
Coordinate cross-functionally (Product, Support, Engineering, Sales, CS) to unblock issues and deliver a seamless customer experience in a resource-constrained environment.
Track milestones, risks, and portfolio health in internal systems; forecast go-live timing and flag at-risk deployments early.
Partner with Customer Success Managers to ensure a clean handoff into long-term account management.
Contribute to and improve mid-market onboarding playbooks, best practices, and tooling; help mentor and raise the bar for the broader Implementation team.

Requirements

Bachelor's degree (BS/BA).
2-3 years of proven experience in account management or customer success, preferably within a B2B SaaS environment.
Excellent communication abilities and presentation skills, capable of building trust and rapport with diverse stakeholders.
Proven track record managing a portfolio of concurrent implementations and delivering to go-live on time.
Charisma + consultative mindset: sets success criteria up front, drives adoption, and spots expansion opportunities.
Ability to manage multiple accounts simultaneously and prioritize tasks effectively.
Collaborative nature, adept at working with cross-functional teams including Product, Marketing, Sales, and Operations.
Proficiency with technology and adaptability to dynamic environments.
Hands-on experience scoping and managing third-party systems and coordinating technical teams and external vendors.
Highly organized and rigorous about time management and prioritization across competing deadlines.
Hospitality and/or travel tech experience a plus.

Experience Level

Senior

Education Level

Bachelor's degree

Salary/Compensations

$104,000 - $127,000

Benefits

Company-wide days off each month (Canary Days).
Budget for personal goals through Self Improvement Club.
Budget for cross-functional professional development conversations.
Travel stipend to visit offices in New York, San Francisco, or Dallas.
Credit towards stays at hotels that Canary works with (Personal Travel Reimbursement).
Stock option grant, subject to board approval.

About the Company

Canary Technologies provides modern software powered by Canary's hospitality-specific AI platform to hotels.
Canary is used by over 20,000 hoteliers in more than 100 countries.
Major hotel brands such as Wyndham, Marriott, IHG, Four Seasons, Rosewood, and Best Western trust Canary.
Canary was recognized as a 2024 Deloitte Technology Fast 500™ company, a Most Innovative Company by Fast Company, and a HotelTechReport Best Place to Work.
The company is backed by investors including Y Combinator, F-Prime, Brighton Park Capital, and Insight Partners.

Equal Opportunity

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.