Customer Success Manager

About 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.

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.

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.

Why Join Canals

• We're building software that solves real problems for an industry that keeps the world running. Our customers rely on our platform every day to operate their businesses.
• We've found strong product-market fit and continue to grow quickly, creating opportunities for people who want to have a meaningful impact on the trajectory of a company.
• We believe great people build great companies. That's why we invest heavily in hiring, development, and creating an environment where talented individuals can do the best work of their careers.
• You'll work alongside ambitious, thoughtful teammates who care deeply about what they do, challenge each other directly, and have a lot of fun along the way.
• We're remote-first, flexible, and distributed across North and South America, bringing together talented people from a wide range of backgrounds and experiences.
• Canals.ai is an equal opportunity employer. In addition to EEO being the law, it is a policy that is fully consistent with our principles. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status such as race, religion, color, national origin, sex, sexual orientation, gender identity, genetic information, pregnancy or age.