Customer Success Manager

Canals · ChicagoRemotemid

In short

▸Gestiona relaciones con clientes B2B en empresas de distribución industrial, alineando su éxito con el uso de software de automatización y AI.
▸Diriges onboarding, entrenamiento, seguimiento de uso, renovaciones y feedback a producto, combinando habilidades técnicas y de relaciones.
▸Destaca por crear procesos nuevos en una empresa en crecimiento rápido, con autonomía para influir en sistemas escalables.

No se requiere inglés

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What they ask for

✓5-8 años en Customer Success para SaaS B2B.
✓Experiencia en startups o emprendimientos tempranos, creando procesos desde cero.
✓Éxito demostrable en adopción de producto, capacitación y retención de clientes.
✓Experiencia probada en renovaciones y administración de cartera de clientes.
✓Habilidades sólidas para comunicar conceptos técnicos a usuarios no técnicos.
✓Capacidad para actuar proactivamente en entornos con ambigüedad y estructurar soluciones.

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Who should you write to at Canals?

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ABOUT CANALS Canals builds software for wholesale distributors, helping them operate more efficiently through automation and AI. Our customers are the companies responsible for moving the materials that power the real economy; electrical supplies, plumbing products, roofing materials, HVAC equipment, and more. Every day, thousands of people rely on Canals to help process orders, manage purchasing, handle accounts payable, and streamline critical business workflows. We're a profitable, rapidly growing company with a team of roughly 100 people distributed across North and South America. We care deeply about building great products, hiring exceptional people, and creating an environment where talented individuals can do the best work of their careers. THE ROLE 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. WHAT YOU’LL DO - 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. WHAT YOU'LL BRING - Typically, 5-8 years 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 training end users. - Proven experience owning renewals and driving retention across a book of business. - 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. BONUS POINTS - 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. WHY JOIN CANALS We're building software that solves real problems for an industry that keeps the world running. Our customers rely on our platform every day to operate their businesses. We've found strong product-market fit and continue to grow quickly, creating opportunities for people who want to have a meaningful impact on the trajectory of a company. We believe great people build great companies. That's why we invest heavily in hiring, development, and creating an environment where talented individuals can do the best work of their careers.

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