Customer Success & Adoption Lead

Canals; Lehi (UT); A distancia; USD 90.000 - 140.000; Jornada completa

Descripción de la vacante

Canals is hiring a Customer Success Manager to own the post-sale relationship for a portfolio of accounts, guiding onboarding, adoption, and renewals. You will partner with Product and Engineering to surface insights, surface customer needs, and help scale processes as the company grows.

In this role, you will drive adoption, retention, and customer satisfaction, while building scalable playbooks and ensuring value delivery for B2B customers in a fast-moving startup environment.

Formación

• 5–8 years in Customer Success for a B2B SaaS product.
• Experience building playbooks, processes, or systems from scratch.
• Proven 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.

Responsabilidades

• 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.

Conocimientos

Customer relationships

Communication

Relationship management

Problem solving

Herramientas

CRM software

Descripción del empleo

Canals is hiring a Customer Success Manager to own the post-sale relationship for a portfolio of accounts, guiding onboarding, adoption, and renewals. You will partner with Product and Engineering to surface insights, surface customer needs, and help scale processes as the company grows.

In this role, you will drive adoption, retention, and customer satisfaction, while building scalable playbooks and ensuring value delivery for B2B customers in a fast-moving startup environment.