Customer Success Manager - Remote

Overview

Canals is a fully remote, profitable startup transforming the industrial supply chain ($10T industry) with AI. Our platform seamlessly integrates with the systems distributors already use, automating tedious tasks and reducing failure points in moving physical goods across the globe.

In Short

• 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.

Requirements

• Typically 3+ years in Customer Success, Account Management, or Implementation for a SaaS product.
• Experience working in an early-stage startup and building playbooks, processes, or systems from scratch.
• Proven experience owning renewals and driving retention across a book of business.
• Demonstrated success driving product adoption and training end users.
• 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.

Benefits

• We're profitable: stability without the chaos of venture pivots.
• Real-world impact: your work improves global supply chains, saving customers time and reducing waste.
• Strong engineering culture: we invest in quality and documentation to keep moving fast sustainably.
• Culture of ownership: moving fast while putting quality first.
• Remote-first, flexible work environment across North and South America.
• Stellar product-market fit with tons of customer love.
• All star team with diverse backgrounds to collaborate with and learn from.