5-8 years of experience in Customer Success for B2B SaaS products
Background in early-stage startups, building processes from scratch
Proven ability to drive product adoption and user training
Track record of managing renewals and retention
Comfortable working in ambiguous environments, taking initiative
Strong communication skills for diverse audiences
Ability to explain technical concepts to non-technical users
Organized and proactive with analytical skills, identifying and addressing risks early
Responsibilities
Manage a portfolio of customer relationships, enhancing adoption and retention
Conduct onboarding and training sessions for new customers
Analyze usage and engagement data to find opportunities and risks
Collaborate with Product and Engineering teams on customer insights
Lead regular business reviews to demonstrate ROI and set future objectives
Help develop scalable processes and playbooks for growth
Promote a customer-first culture across the organization
Benefits
Make a real-world impact by improving global supply chains
Engage in a strong engineering culture focused on quality
Enjoy a flexible, remote work environment across the Americas
Be part of a team with a stellar product-market fit and customer satisfaction
Collaborate with a diverse, all-star team for continuous learning
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.
