5-8 years experience in Customer Success for B2B SaaS
Experience building playbooks and systems in early-stage startups
Track record in driving product adoption and user training
Proven success in managing renewals and retention
Familiar with navigating ambiguity and creating clarity
Strong communication skills with all organizational levels
Ability to simplify technical concepts for non-technical users
Responsibilities
Manage customer portfolio, focusing on adoption and renewals
Lead onboarding and training for seamless team rollout
Analyze usage metrics to find adoption gaps and growth opportunities
Collaborate with Product and Engineering to relay customer feedback
Conduct regular business reviews to showcase value and set future goals
Develop scalable systems and processes as the company grows
Maintain a customer-first approach in all interactions
Benefits
Make a real-world impact by improving global supply chains
Strong focus on engineering quality and sustainable practices
Culture promoting ownership and quality work
Flexible remote work environment across the Americas
High product-market fit with enthusiastic customer base
Collaborate with a diverse and skilled 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.
