5-8 years in Customer Success for B2B SaaS products
Experience in early-stage startups developing playbooks and processes
Track record of driving product adoption and user training
Proficient in managing renewals and retention across accounts
Ability to provide clarity and structure in ambiguous situations
Strong communication skills across organizational levels
Capable of translating technical concepts for non-technical users
Proactive, organized, and analytical mindset
Responsibilities
Manage a portfolio of customer relationships to optimize adoption and renewals
Lead onboarding and training for customers to ensure successful platform usage
Analyze engagement metrics to identify opportunities for improvement and growth
Collaborate with Product and Engineering teams to address customer feedback and issues
Conduct regular business reviews to showcase ROI and set future objectives
Assist in developing scalable systems and workflows as the company expands
Promote a customer-first culture throughout the organization
Benefits
Opportunity to make a significant impact on global supply chains
Work within a strong engineering culture prioritizing quality and documentation
Enjoy a culture of ownership balancing speed and quality
Flexible, remote-first work environment across North and South America
Be part of a company with exceptional product-market fit and customer satisfaction
Collaborate with a talented, diverse team for continuous learning and growth
Full Job Description
The Role
We're hiring a Customer Success Manager to help our customers scale successfully on Canals. Our customers rely on our platform to automate their most critical workflows - and we're growing fast.
You'll own the full post-sale relationship for a portfolio of accounts - leading onboarding, training, adoption, and renewals. This role blends relationship management with technical problem-solving and strategic enablement, ideal for someone who loves helping teams embrace new technology and scale with confidence.
At Canals, you'll be empowered to contribute to the formation of new systems, playbooks, and protocols as we continue to grow. If you thrive in fast-moving environments, enjoy simplifying complex systems for non-technical users, and get energy from seeing your customers succeed, this role is for you. What You'll Do
Own a portfolio of customer relationships, driving adoption, retention, and renewals.
Lead onboarding and customer training sessions to ensure quick, confident rollout across teams.
Monitor usage and engagement metrics to identify adoption gaps, expansion opportunities, and renewal risks.
Partner with Product and Engineering to surface customer insights and resolve issues efficiently.
Facilitate regular business reviews to demonstrate ROI and align on future goals.
Contribute to the creation and evolution of scalable systems, playbooks, and processes as we grow.
Champion a customer-first mindset across Canals, ensuring every customer interaction reflects our values.
What You'll Bring
Typically, 5-8 years in Customer Success for a B2B SaaS product.
Experience working in an early-stage startup and building playbooks, processes, or systems from scratch.
Demonstrated success driving product adoption, utilization and training end users.
Proven experience owning renewals and driving retention across a book of business.
Comfortable navigating ambiguity and taking initiative to create clarity and structure.
Strong communication and relationship-building skills across all levels of an organization.
Comfortable explaining technical concepts to non-technical audiences.
Organized, analytical, and proactive - you spot risks early and act quickly.
Experience supporting B2B or enterprise customers preferred.
Bonus Points
You've supported the launch or rollout of new products or features, helping define success metrics and feedback loops.
You have experience working with non-technical customers in industrial, logistics, or supply-chain environments.
You're passionate about AI, automation, or operational efficiency in complex business systems.
