Customer Success Manager

Remote – North America | Full-Time | Canals AI

Canals is a bootstrapped, profitable startup transforming wholesale distribution (a trillion-dollar industry) with AI. Our platform integrates seamlessly with the systems distributors already use, automating tedious tasks and reducing failure points in moving physical goods across the globe.
We’re a 55-person, fully remote team operating at millions in ARR and growing rapidly — all without outside funding.

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.

• 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.

• 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.

• 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.

• Bootstrapped and profitable: Stability and autonomy — no fundraising distractions or shifting investor goals.

• High impact: You’ll help our customers transform their operations and see the results of your work every day.

• Collaborative culture: Work directly with engineers, designers, and product leaders who care about solving real problems.

• Remote-first flexibility: Work anywhere in North America.

• Product-market fit: Customers love what we’ve built — and growth is accelerating.

• Tight-knit, low-ego team: Join a group of builders passionate about excellence.