Remote Customer Success Manager for AI-Powered SaaS

Canals, Inc.; New York (NY); Remote; USD 110,000 - 170,000; Full time

Benefits offered by this job

Remote-friendly

Flexible schedule

Job summary

Canals is hiring a Customer Success Manager to help our customers scale on Canals. You’ll own post-sale relationships for a portfolio, leading onboarding, training, adoption, and renewals.

This role blends relationship management with technical problem-solving to help teams embrace new automation and AI-powered workflows. You’ll collaborate with Product and Engineering, surface customer insights, and contribute to scalable systems and playbooks as we grow, while championing a customer-first

Qualifications

• 5–8 years in Customer Success for a B2B SaaS product.
• Experience building playbooks, processes, or systems in startups.
• Proven success driving product adoption, utilization, and end-user training.
• 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.

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.

Skills

CS experience

SaaS product

Renewals ownership

Onboarding training

Relationship skills

Explain to non-tech

Ambiguity handling

Communication

Enterprise customers

Job description

Canals is hiring a Customer Success Manager to help our customers scale on Canals. You’ll own post-sale relationships for a portfolio, leading onboarding, training, adoption, and renewals.

This role blends relationship management with technical problem-solving to help teams embrace new automation and AI-powered workflows. You’ll collaborate with Product and Engineering, surface customer insights, and contribute to scalable systems and playbooks as we grow, while championing a customer-first