Key skills
Customer Success ManagementB2B SaaS ExperienceOnboardingTrainingRenewals ManagementTechnical Problem-SolvingCommunication SkillsAnalytical SkillsProactivityRelationship BuildingOrganizational SkillsAISaaSCommunicationCustomer Success
About this role
Canals is a fully remote startup transforming the industrial supply chain with AI. They are seeking a Customer Success Manager to manage post-sale relationships, leading onboarding, training, and customer engagement to ensure successful adoption of their 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