Customer Success Manager
location_onTerrace Street, West Edge, First Hill, Seattle, King County, Washington, 98104, United States
Job Description
About Canals
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. We’re an 80‑person team (~50 in engineering), located across North and South America.
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.
Why Join Canals
- 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.
Equal Opportunity
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.
Work location
Work model: Remote
Terrace Street, West Edge, First Hill, Seattle, King County, Washington, 98104, United States
Seattle, Washington
Key Responsibilities
- check_circleLead onboarding and training sessions for new customers
- check_circleMonitor usage metrics to identify adoption gaps and renewal risks
- check_circlePartner with Product and Engineering to resolve customer issues
- check_circleFacilitate business reviews to demonstrate ROI and align on goals
- check_circleOwn customer relationships to drive adoption, retention, and renewals
- check_circleCreate and evolve scalable systems, playbooks, and processes
Requirements
- verified5-8 years in Customer Success for a B2B SaaS product
- verifiedExperience working in an early-stage startup and building playbooks, processes, or systems from scratch
- verifiedDemonstrated success driving product adoption, utilization and training end users
- verifiedProven experience owning renewals and driving retention across a book of business
- verifiedStrong communication and relationship-building skills across all levels of an organization
- verifiedComfortable explaining technical concepts to non-technical audiences
- verifiedExperience supporting B2B or enterprise customers preferred