Canals AI is looking for a Customer Success Manager to help customers scale successfully by owning the full post-sale relationship for a portfolio of accounts. This role blends relationship management with technical problem-solving and strategic enablement at our profitable, customer-focused company.

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 We're Looking For

Typically, 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 — you spot risks early and act quickly.

Nice to Have

Experience supporting B2B or enterprise customers preferred.
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.

Team & Environment

You'll join an 80-person team, with about 50 in engineering, fostering a strong engineering culture that invests in quality and documentation.

Benefits & Compensation

We're profitable: stability without the chaos or 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.

Work Mode

This is a remote-first role for candidates located in North America or South America.

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.