Job Overview
Location
Seattle, Indiana, USA
Job Type
Full-time
Category
Customer Success Manager
Date Posted
February 28, 2026
Full Job Description
đź“‹ Description
- • As a Customer Success Manager at Canals, Inc., you will be at the forefront of our mission to revolutionize the industrial supply chain through AI-powered automation. You will own the critical post-sale journey for a dedicated portfolio of our valued customers, ensuring they not only adopt but thrive using our innovative platform. This role is pivotal in our rapid growth phase, demanding a blend of strategic relationship management, technical aptitude, and a passion for enabling customer success.
- • Your primary responsibility will be to cultivate and deepen customer relationships, acting as their trusted advisor and advocate within Canals. You will be instrumental in guiding customers through the entire lifecycle, from initial onboarding and comprehensive training to driving ongoing adoption, identifying expansion opportunities, and securing renewals. This is an opportunity to make a tangible impact on businesses operating within the massive $10 trillion industrial supply chain industry, helping them streamline operations, reduce errors, and achieve greater efficiency.
- • You will lead engaging onboarding sessions, meticulously designed to ensure a swift, confident, and successful rollout of the Canals platform across customer teams. This involves understanding their unique workflows and demonstrating how our AI solutions can seamlessly integrate and automate their most critical processes. Your ability to simplify complex technical concepts for non-technical users will be key to fostering widespread adoption and maximizing the value our customers derive from our technology.
- • Proactive monitoring of customer usage and engagement metrics will be a core part of your role. By analyzing these data points, you will identify potential adoption gaps, pinpoint opportunities for upselling or cross-selling additional features, and proactively address any indicators of renewal risk. This data-driven approach allows for timely interventions and strategic planning to ensure long-term customer satisfaction and retention.
- • Collaboration is central to success at Canals. You will work closely with our Product and Engineering teams, serving as the voice of the customer. By effectively surfacing valuable customer insights, feedback, and reported issues, you will directly influence product development and ensure that our platform continues to meet and exceed market needs. Efficiently resolving customer issues through this partnership is paramount.
- • You will be responsible for facilitating regular business reviews with your accounts. These sessions are crucial for demonstrating the tangible return on investment (ROI) our customers are achieving, reinforcing the value of the Canals platform, and collaboratively aligning on future strategic goals and objectives. This ensures a continuous partnership focused on mutual growth and success.
- • As an early-stage, profitable, and rapidly growing startup, Canals offers a unique opportunity to shape our future. You will actively contribute to the creation and evolution of scalable systems, best-practice playbooks, and robust internal processes. Your experience and insights will be invaluable in building the foundational structures that will support our continued expansion and operational excellence.
- • You will embody and champion a customer-first mindset throughout the organization. Every interaction, from initial contact to ongoing support, should reflect Canals' core values of quality, ownership, and a commitment to customer success. Your dedication will help foster a company-wide culture that prioritizes client satisfaction and long-term partnerships.
- • This role is ideal for an individual who thrives in dynamic, fast-moving environments, enjoys the challenge of simplifying intricate systems for diverse user groups, and derives genuine energy from witnessing their customers achieve and exceed their goals. If you are organized, analytical, proactive, and possess exceptional communication and relationship-building skills, you will find a rewarding and impactful career at Canals.
🎯 Requirements
- • Typically, 5-8 years of experience in Customer Success, specifically within a B2B SaaS environment.
- • Proven experience working in an early-stage startup, with a demonstrated ability to build and implement new playbooks, processes, or systems from the ground up.
- • Strong track record of successfully driving product adoption, increasing utilization, and effectively training end-users.
- • Demonstrated success in owning customer renewals and driving retention across a portfolio of accounts.
- • Comfort navigating ambiguity, taking initiative, and creating structure and clarity in a fast-paced setting.
- • Excellent communication, interpersonal, and relationship-building skills, with the ability to engage effectively at all organizational levels.
- • Ability to clearly explain technical concepts to non-technical audiences.
- • Highly organized, analytical, and proactive approach to identifying and mitigating risks.
🏖️ Benefits
- • Profitability providing stability and a clear path forward without the typical startup chaos.
- • Opportunity to make a real-world impact by improving global supply chains, reducing waste, and saving customers significant time and resources.
- • A strong engineering culture that prioritizes quality and comprehensive documentation, enabling sustainable rapid progress.
- • A culture of ownership where individuals are empowered to take initiative and drive results, with a strong emphasis on quality.
- • A fully remote, flexible work environment, with a team distributed across North and South America.
- • Stellar product-market fit evidenced by significant customer enthusiasm and loyalty.
- • Collaboration with an all-star team comprised of individuals with diverse backgrounds, offering ample opportunities for learning and professional growth.
Skills & Technologies
Remote
About Canals, Inc.
Canals is a software company that specializes in automating key workflow processes—such as sales order entry, invoice processing, and purchase-order/receipt reconciliation—specifically for wholesale distributors. Their platform uses AI to interpret customer emails, PDFs, spreadsheets, handwritten notes and other data formats, then converts them into quotes or orders or processes invoices automatically into the distributor’s ERP system.
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