Customer Success Manager

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Manage a portfolio of customer relationships, focusing on adoption, retention, and renewals.

• Lead onboarding processes and customer training sessions to ensure a swift and confident implementation across teams.

• Analyze usage and engagement metrics to identify gaps in adoption, opportunities for expansion, and risks to renewals.

• Collaborate with Product and Engineering teams to gather customer insights and efficiently resolve issues.

• Conduct regular business reviews to showcase ROI and align on future objectives.

• Assist in the development and enhancement of scalable systems, playbooks, and processes as the company evolves.

• Promote a customer-centric mindset throughout Canals.

• Enable wholesale distributors to function more effectively through Canals' automation and AI software.

⛳️ Requirements

• Generally, 5-8 years of experience in Customer Success for a B2B SaaS product.

• Experience in an early-stage startup, creating playbooks, processes, or systems from the ground up.

• Proven track record in driving product adoption, utilization, and user training.

• Demonstrated ability to manage renewals and enhance retention across a portfolio of clients.

• Capable of navigating uncertainty and taking initiative to establish clarity and structure.

• Excellent communication and relationship-building skills at all organizational levels.

• Proficient in explaining technical concepts to non-technical stakeholders.

• Organized, analytical, and proactive—able to identify risks early and respond swiftly.

• Preferred experience in supporting B2B or enterprise customers.

• Familiarity with launching or rolling out new products or features, defining success metrics and feedback loops.

• Experience engaging with non-technical customers in industrial, logistics, or supply-chain settings.

• A passion for AI, automation, or operational efficiency within complex business systems.

• Legally authorized to work in the United States or Canada.

🏝️ Benefits

• A profitable and rapidly growing company.

• Commitment to hiring and employee development.

• Remote-first and flexible working environment.

• A distributed team across North and South America.

• Opportunity to make a meaningful impact on the company's trajectory.

• Chance to collaborate with ambitious and thoughtful colleagues.

• A culture of ownership, transparency, and continuous improvement.