Customer Success Manager

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

Job summary

A remote-first startup is looking for a Customer Success Manager to manage post-sale relationships and ensure customer satisfaction. This role involves driving adoption, leading onboarding sessions, and monitoring engagement metrics. The ideal candidate should have over 3 years of experience in customer success for SaaS products and possess strong relationship-building skills. Join a profitable company where your efforts directly impact global supply chains and enjoy the flexibility of remote work across North and South America.

Benefits

Flexibility in work environment

Real-world impact

Strong engineering culture

Diverse team collaboration

Qualifications

• 3+ years in Customer Success, Account Management, or Implementation for a SaaS product.
• Experience in early-stage startup environments.
• Proven record of managing renewals and driving retention.

Responsibilities

• Own customer relationships, driving adoption and renewals.
• Lead onboarding and training sessions.
• Monitor usage and identify adoption gaps.

Skills

Customer Success Management

Relationship Building

Technical Problem Solving

Communication Skills

Analytical Skills

Job description

Overview

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 a 70-person team (≈45 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. 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 3+ years in Customer Success, Account Management, or Implementation for a SaaS product.
• Experience working in an early-stage startup and building playbooks, processes, or systems from scratch.
• Proven experience owning renewals and driving retention across a book of business.
• Demonstrated success driving product adoption and training end users.
• 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

• We\'re profitable: stability without the chaos of venture pivots.
• 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.