Canals
Customer Success Manager
Chicago, Remote. Posted 23 days ago
The role
You will own the full post-sale relationship for a portfolio of accounts. This includes leading onboarding, training, adoption, and renewals on the Canals platform.
What you will do
- Own a portfolio of customer relationships, driving adoption, retention, and renewals.
- Lead onboarding and customer training sessions.
- 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.
- Facilitate regular business reviews to demonstrate ROI and align on future goals.
- Contribute to the creation and evolution of scalable systems, playbooks, and processes.
- Champion a customer-first mindset across Canals.
Required qualifications
- 5-8 years in Customer Success for a B2B SaaS product.
- Experience working in an early-stage startup and building playbooks, processes, or systems from scratch.
- Demonstrated 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 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.
Nice to have
- Experience supporting B2B or enterprise customers
- Supported the launch or rollout of new products or features, helping define success metrics and feedback loops
- Experience working with non-technical customers in industrial, logistics, or supply-chain environments
- Passionate about AI, automation, or operational efficiency in complex business systems
About the company
Canals builds software for wholesale distributors, helping them operate more efficiently through automation and AI. The company is a profitable, rapidly growing team of roughly 140 people distributed across North and South America.