Remote-First Customer Success Manager - SaaS Adoption & Renewals

Canals; Seattle (WA); Remote; USD 90,000 - 140,000; Full time

Benefits offered by this job

Remote-first

Flexible work

Distributed across Americas

Job summary

Canals seeks a Customer Success Manager to own post-sale relationships, drive onboarding, training, adoption, and renewals for a portfolio of accounts. You’ll collaborate with Product and Engineering to surface insights and resolve issues while scaling processes and playbooks as we grow.

You’ll thrive in a remote-first, fast-moving environment, helping teams adopt new technology and maximize ROI. Strong communication and relationship-building across all levels are essential.

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.
• Proven experience owning renewals and driving retention across a book of business.
• Comfortable navigating ambiguity and creating clarity and structure.
• Strong communication and relationship-building across all levels of an organization.
• Comfortable explaining technical concepts to non-technical audiences.
• Organized, analytical, and proactive with risk identification and action.

Responsibilities

• Own a portfolio of customer relationships, driving adoption, retention, and renewals.
• Lead onboarding and customer training sessions to ensure quick 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

Relationship management

Communication

Technical aptitude

Problem solving

Job description

Canals seeks a Customer Success Manager to own post-sale relationships, drive onboarding, training, adoption, and renewals for a portfolio of accounts. You’ll collaborate with Product and Engineering to surface insights and resolve issues while scaling processes and playbooks as we grow.

You’ll thrive in a remote-first, fast-moving environment, helping teams adopt new technology and maximize ROI. Strong communication and relationship-building across all levels are essential.