Remote-First Customer Success Manager: Adoption & Renewals

Canals; Oregon; Hybrid; USD 95,000 - 150,000; Full time

Job summary

Canals is hiring a Customer Success Manager to own the full post-sale relationship for a portfolio of accounts, leading onboarding, adoption, and renewals. You will help customers scale quickly on Canals, surface insights, and ensure their teams realize value from our platform.

This role blends relationship management with technical problem solving and strategic enablement, requiring clear communication and a proactive approach.

Qualifications

• 5-8 years in Customer Success for a B2B SaaS product.
• Experience in an early-stage startup and building playbooks, processes, or systems from scratch.
• Proven success driving product adoption, utilization and training end users.
• Experience owning renewals and driving retention across a book of business.
• 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

Customer success

B2B SaaS

Relationship-building

Communication

Problem-solving

Job description

Canals is hiring a Customer Success Manager to own the full post-sale relationship for a portfolio of accounts, leading onboarding, adoption, and renewals. You will help customers scale quickly on Canals, surface insights, and ensure their teams realize value from our platform.

This role blends relationship management with technical problem solving and strategic enablement, requiring clear communication and a proactive approach.