Customer Success Manager

Canals • Chicago, IL

19d • Remote

About The Position

Canals is hiring a Customer Success Manager to help customers scale successfully on its software platform for wholesale distributors. The role owns the full post-sale relationship for a portfolio of accounts, combining relationship management, technical problem-solving, and strategic enablement. The Customer Success Manager will lead onboarding, training, product adoption, retention, and renewals, while helping customers use Canals to automate critical workflows.

The role also contributes to the development of systems, playbooks, and processes as Canals grows. It is suited to someone who can simplify complex systems for non-technical users and is comfortable working in a fast-moving environment. Canals is a profitable, rapidly growing company of roughly 140 people, distributed across North and South America, and describes itself as remote-first and flexible.

Requirements

• Typically, 5–8 years of experience 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 end-user training.
• Proven experience owning renewals and driving retention across a book of business.
• Comfort navigating ambiguity and taking initiative to create clarity and structure.
• Strong communication and relationship-building skills across all levels of an organization.
• Ability to explain technical concepts to non-technical audiences.
• Organized, analytical, and proactive approach, including identifying risks early and acting quickly.

Nice To Haves

• Experience supporting B2B or enterprise customers.
• Experience supporting the launch or rollout of new products or features, including defining success metrics and feedback loops.
• Experience working with non-technical customers in industrial, logistics, or supply-chain environments.
• Interest in AI, automation, or operational efficiency in complex business systems.

Responsibilities

• Own a portfolio of customer relationships, driving adoption, retention, and renewals.
• Lead onboarding and customer training sessions to ensure a 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 share 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.
• Champion a customer-first mindset across Canals and ensure customer interactions reflect company values.

Benefits

• Investment in hiring, development, and creating an environment where employees can do the best work of their careers.
• Remote-first and flexible work environment.
• Opportunities to have a meaningful impact on the trajectory of a rapidly growing company.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed