Customer Success Manager
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Job Description
Customer Success Manager helping customers scale successfully on Canals by driving adoption and overseeing customer relationships. Managing onboarding, training, and renewals in a fast-growing AI startup.
Responsibilities:
- 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.
Requirements:
- 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.
Benefits:
- 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
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