Customer Success Manager
Role Overview
This mid-level Customer Success Manager role involves owning a portfolio of customer accounts, leading onboarding, training, and adoption efforts to drive retention and renewals. You will monitor usage metrics, identify risks and opportunities, and partner with Product and Engineering to resolve issues and surface insights. The role requires building scalable systems and playbooks in a fast-growing, remote startup environment, with direct impact on customer success and company growth.
Perks & Benefits
This is a fully remote position in North America, offering flexibility to work from anywhere with a collaborative, low-ego team culture. You'll have high impact in a bootstrapped, profitable company with stability and autonomy, working directly with engineers and product leaders. Career growth is supported through contributions to new systems and processes, with a focus on solving real problems in a fast-moving environment.
Full Job Description
About Canals
Canals is a fully remote, profitable startup transforming the industrial supply chain ($10T industry) with AI.
Our platform seamlessly integrates with the systems distributors already use, automating tedious tasks and reducing failure points in moving physical goods across the globe.
We’re a 70-person team (~45 in engineering), located across North and South America.
The Role
We’re hiring a Customer Success Manager to help our customers scale successfully on Canals. Our customers rely on our platform to automate their most critical workflows — and we’re growing fast.
You’ll own the full post-sale relationship for a portfolio of accounts — leading onboarding, training, adoption, and renewals. This role blends relationship management with technical problem-solving and strategic enablement, ideal for someone who loves helping teams embrace new technology and scale with confidence.
At Canals, you’ll be empowered to contribute to the formation of new systems, playbooks, and protocols as we continue to grow. If you thrive in fast-moving environments, enjoy simplifying complex systems for non-technical users, and get energy from seeing your customers succeed, this role is for you.
What You’ll Do
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.
What You'll Bring
Typically 3+ years in Customer Success, Account Management, or Implementation for a SaaS product.
Experience working in an early-stage startup and building playbooks, processes, or systems from scratch.
Proven experience owning renewals and driving retention across a book of business.
Demonstrated success driving product adoption and training end users.
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.
Bonus Points
You’ve supported the launch or rollout of new products or features, helping define success metrics and feedback loops.
You have experience working with non-technical customers in industrial, logistics, or supply-chain environments.
You’re passionate about AI, automation, or operational efficiency in complex business systems.
Why Join Canals
We're profitable: stability without the chaos of venture pivots.
Real-world impact: your work improves global supply chains, saving customers time and reducing waste.
Strong engineering culture: we invest in quality and documentation to keep moving fast sustainably.
Culture of ownership: moving fast while putting quality first
Remote-first, flexible work environment across North and South America.
Stellar product-market fit with tons of customer love
All star team with diverse backgrounds to collaborate with and learn from
Canals.ai is an equal opportunity employer. In addition to EEO being the law, it is a policy that is fully consistent with our principles. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status such as race, religion, color, national origin, sex, sexual orientation, gender identity, genetic information, pregnancy or age.
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