Customer Success Manager

Canals; Vancouver; Remote; CAD 80,000 - 100,000; Full time

Benefits offered by this job

Remote-first work environment

Strong engineering culture

Flexible work environment

Team collaboration across diverse backgrounds

Job summary

A remote-focused tech startup is hiring a Customer Success Manager to enhance customer journeys on its platform. This role involves managing post-sale relationships, ensuring user adoption, and creating processes to drive success. The ideal candidate has substantial experience in Customer Success for B2B SaaS products and is passionate about helping clients navigate new technologies. You will be part of a dynamic team that values innovation and operational efficiency.

Qualifications

• 5-8 years of experience in Customer Success for a B2B SaaS product.
• Experience in an early-stage startup, creating playbooks and processes.
• Proven success in product adoption and renewals.

Responsibilities

• Own customer relationships, driving adoption and retention.
• Lead onboarding and training sessions for teams.
• Monitor engagement metrics to identify opportunities.
• Facilitate regular business reviews with customers.

Skills

Customer Success Management

Relationship Building

B2B SaaS Experience

Analytical Skills

Technical Communication

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.

What You’ll Do

• 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.

What You’ll Bring

• 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.

Bonus Points

• 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.

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.

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.