Customer Success Manager

Canals; Seattle (WA); Remote; USD 80,000 - 100,000; Full time

Benefits offered by this job

Real-world impact on global supply chains

Strong engineering culture

Flexible remote-first work environment

Collaborative team with diverse backgrounds

Job summary

A leading supply chain technology startup is seeking a Customer Success Manager to oversee the post-sale relationship for clients. This role involves managing a portfolio of accounts to ensure successful adoption and high retention rates. Candidates should have 5-8 years of experience in Customer Success within a B2B SaaS context, strong communication skills, and a proactive mindset. Join this fast-growing team to positively impact global supply chains and build scalable systems for customer success.

Qualifications

• 5-8 years of experience in Customer Success for B2B SaaS products.
• Experience in building playbooks and processes in startups.
• Proven success in driving product adoption and renewals.

Responsibilities

• Own and drive customer relationships for adoption and retention.
• Lead onboarding and training sessions.
• Monitor metrics to identify gaps and opportunities.
• Partner with teams to resolve customer issues efficiently.
• Conduct regular business reviews demonstrating ROI.

Skills

Customer Success management

B2B SaaS experience

Relationship-building

Technical problem-solving

Analytical skills

Organizational skills

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.