Strategic Customer Success Manager

Remote – North America | Full-Time | Canals AIAbout Canals 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. The Opportunity We’re hiring a Strategic Customer Success Manager to partner with our largest and most complex customers as they scale on Canals. Our customers rely on our platform to automate critical workflows across their organizations — and you’ll play a key role in driving adoption, retention, and growth across those accounts. You’ll own the full post-sale relationship for a portfolio of strategic accounts, serving as a trusted advisor to senior stakeholders while ensuring their teams get measurable value from our platform. This role blends executive relationship management with product enablement and process building — ideal for someone who thrives on helping enterprise customers embrace innovation and scale successfully. At Canals, you’ll be empowered to shape how we serve our top customers — building systems, playbooks, and protocols that define how enterprise Customer Success scales. If you’re energized by high-impact relationships, enjoy navigating complexity and ambiguity, and love seeing technology make a real operational difference, this role is for you. What You’ll Do

• Own a portfolio of strategic and enterprise customer relationships, driving adoption, retention, and renewals.
• Serve as a trusted partner to senior executives and operations leaders, aligning our platform with their business objectives.
• Lead onboarding and enablement programs that ensure successful rollouts across large, distributed teams.
• Partner cross-functionally with Product, Engineering, and Solutions to prioritize features and resolve complex technical issues.
• Facilitate quarterly business reviews to highlight ROI, reinforce value, and uncover opportunities for expansion.
• Build and refine strategic account playbooks, processes, and success frameworks as we continue to scale.
• Champion a customer-first mindset across Canals, ensuring enterprise feedback shapes product direction.

What We’re Looking For

• 5+ years in Customer Success, Account Management, or Implementation for a SaaS product.
• Proven experience managing strategic or enterprise-level accounts, with multiple stakeholders and complex workflows.
• Experience working in an early-stage or high-growth environment, contributing to systems and process formation.
• Demonstrated success owning renewals and driving long-term account retention.
• Exceptional communication and presentation skills — able to engage both executives and end users.
• Comfortable navigating ambiguity and driving clarity through structure, prioritization, and initiative.
• Strong business acumen and ability to connect technical capabilities to customer outcomes.
• Organized, proactive, and collaborative — you drive alignment across internal and external teams.

Bonus Points If

• You’ve supported the launch of new products or features and helped define success metrics and feedback loops.
• You have experience working with non-technical customers in industrial, logistics, or supply-chain environments.
• You’ve partnered with C-level or VP stakeholders to shape digital transformation or automation initiatives.
• You’re passionate about AI and operational efficiency in large-scale, complex businesses.

Why Join Canals

• Bootstrapped and profitable: Stability and autonomy — no fundraising distractions or shifting investor goals.
• High impact: You’ll work directly with top distributors to transform how their businesses operate.
• Collaborative culture: Work alongside engineers, designers, and product leaders who care deeply about real-world results.
• 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.