5-8 years in Customer Success for a B2B SaaS product.
Experience in early-stage startups building new processes or systems.
Success in driving product adoption and training end users.
Proven ownership of renewals and retention in a client portfolio.
Ability to function in ambiguous environments and create clarity.
Strong communication and relationship-building skills.
Adept at explaining technical concepts to non-technical audiences.
Organized and proactive with an analytical mindset.
Responsibilities
Own customer relationships to drive adoption, retention, and renewals.
Lead onboarding and training to ensure effective team rollouts.
Monitor usage metrics to identify gaps and expansion opportunities.
Collaborate with Product and Engineering to address customer insights.
Facilitate business reviews to demonstrate ROI and set future goals.
Contribute to the creation of scalable systems and playbooks.
Promote a customer-first mindset in all interactions.
Benefits
Impactful work improving global supply chains.
Strong engineering culture emphasizing quality and documentation.
Culture of ownership and rapid innovation.
Remote-first, flexible work environment across the Americas.
Excellent product-market fit and positive customer feedback.
Opportunity to collaborate with a diverse, talented team.
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.
