Customer Success Manager

Canals builds software for wholesale distributors. The Customer Success Manager owns post-sale relationships for a portfolio of accounts, leading onboarding, training, adoption, and renewals while helping customers scale their use of Canals’ platform.

Responsibilities:

• 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, 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
• 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