Remote-First Customer Success Manager, SaaS

Canals; New York (NY); Remote; USD 90,000 - 120,000; Full time

Job summary

Canals, a fast-growing, remote-first software company, is hiring a Customer Success Manager to own the post-sale relationship for a portfolio of accounts. You will lead onboarding, training, adoption, and renewals, helping customers scale and realize value from the Canals platform.

You thrive in fast-moving environments, translate complex workflows for non-technical users, and partner with Product and Engineering to surface insights.

Qualifications

• 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.

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

Startup experience

Renewals & retention

Communication

Job description

Canals, a fast-growing, remote-first software company, is hiring a Customer Success Manager to own the post-sale relationship for a portfolio of accounts. You will lead onboarding, training, adoption, and renewals, helping customers scale and realize value from the Canals platform.

You thrive in fast-moving environments, translate complex workflows for non-technical users, and partner with Product and Engineering to surface insights.