Customer Success Manager

About Canals

Canals is a profitable, fully remote startup revolutionizing the $10 trillion industrial supply chain industry through artificial intelligence. Our platform integrates seamlessly with the systems distributors already utilize, automating tedious tasks and minimizing failure points in the global movement of physical goods. We are an 80-person team, with approximately 50 engineers, distributed across North and South America.

The Role

We are seeking a Customer Success Manager to assist our clients in scaling their operations effectively on the Canals platform. As our customer base grows rapidly, clients depend on our solution to automate their most critical workflows. In this position, you will manage the entire post-sale relationship for a designated portfolio of accounts, overseeing onboarding, training, adoption strategies, and contract renewals. This role combines relationship management with technical problem-solving and strategic enablement, making it ideal for individuals who enjoy helping teams adopt new technologies and scale with confidence. At Canals, you will have the autonomy to help shape new systems, playbooks, and protocols as the company continues to expand. If you thrive in fast-paced environments, excel at simplifying complex systems for non-technical users, and derive satisfaction from customer success, this opportunity is tailored for you.

Key Responsibilities

• Manage a portfolio of customer relationships, focusing on driving product adoption, retention, and contract renewals.

• Conduct onboarding sessions and customer training to ensure a quick and confident rollout across client teams.

• Track usage and engagement metrics to identify gaps in adoption, opportunities for expansion, and potential risks to renewals.

• Collaborate with Product and Engineering teams to communicate customer insights and facilitate efficient issue resolution.

• Lead regular business reviews to demonstrate return on investment (ROI) and align on future strategic goals.

• Assist in developing and refining scalable systems, playbooks, and processes to support company growth.

• Promote a customer-first mindset throughout the organization, ensuring all interactions reflect Canals' core values.

Qualifications and Requirements

• Typically, 5 to 8 years of experience in Customer Success within a B2B SaaS environment.

• Prior experience in an early-stage startup, with a track record of building playbooks, processes, or systems from the ground up.

• Demonstrated ability to drive product adoption, utilization, and end-user training.

• Proven success in managing renewals and improving retention rates across a book of business.

• Ability to navigate ambiguity and take initiative to create clarity and structure.

• Strong communication and relationship-building skills capable of engaging with all organizational levels.

• Comfortable translating technical concepts for non-technical audiences.

• Highly organized, analytical, and proactive, with the ability to identify risks early and act swiftly.

• Experience supporting B2B or enterprise customers is preferred.

Preferred Qualifications

• Experience supporting the launch or rollout of new products or features, including defining success metrics and feedback loops.

• Background working with non-technical customers in industrial, logistics, or supply-chain sectors.

• Passion for AI, automation, or operational efficiency within complex business systems.

Why Join Canals

• Real-world impact: Contribute to improving global supply chains, saving customers time and reducing waste.

• Strong engineering culture: We prioritize quality and documentation to maintain sustainable speed.

• Culture of ownership: We move fast while maintaining a commitment to quality.

• Remote-first flexibility: Enjoy a flexible work environment across North and South America.

• Product-market fit: Benefit from strong product-market alignment and high customer satisfaction.

• Collaborative team: Work with an all-star team featuring diverse backgrounds and opportunities for learning.

Equal Opportunity Employer

Canals.ai is an equal opportunity employer. Consistent with our principles and applicable laws, we provide consideration for employment without regard to status as a protected veteran, qualified individual with a disability, or other protected statuses such as race, religion, color, national origin, sex, sexual orientation, gender identity, genetic information, pregnancy, or age.