Customer Success Manager

About the role

We’re hiring a Customer Success Manager to help our customers scale successfully on Canals. You’ll own the full post‑sale relationship for a portfolio of accounts, leading onboarding, training, adoption, and renewals.

Key responsibilities

• Own a portfolio of customer relationships, driving adoption, retention, and renewals.
• Lead onboarding and training sessions to ensure quick rollout across teams.
• Monitor usage metrics to identify adoption gaps, expansion opportunities, and renewal risks.
• Partner with Product and Engineering to surface insights and resolve issues.
• Facilitate regular business reviews to demonstrate ROI and align on future goals.
• Contribute to scalable systems, playbooks, and processes as we grow.

Required profile

• 5‑8 years in Customer Success for a B2B SaaS product.
• Experience in an early‑stage startup building playbooks or processes from scratch.
• Proven success driving product adoption, utilization, and training end users.
• Experience owning renewals and driving retention across a book of business.
• Strong communication and relationship‑building skills across all organization levels.