Customer Success Manager

What you’ll do:

• Build strong, consultative relationships with customers, focusing on strategic value, adoption, and long-term success
• Manage high volume SaaS book of business serving our strategic accounts. Cin7 services SMB and mid-market and you will primarily work with growing and scaling brands. 
• Manage a book of business of 450 key accounts, driving retention and product adoption
• Conduct daily customer calls with your book of business, leveraging our tech tools to run tech-touch, human-touch playbooks
• Identify recurring customer challenges and help build scalable solutions, playbooks, and resources
• Conduct QBRs, pricing reviews, value proposition pitches, and client escalation calls.
• Value-sell our products throughout the customer lifecycle, reinforcing ROI and client investment into Cin7
• Deliver proactive business reviews and surface opportunities for customers to optimize workflows using Cin7
• Track customer health, identify risks early, and implement mitigation strategies
• Drive customer accountability by setting clear goals and executing tailored success plans
• Collaborate cross-functionally to ensure a seamless experience throughout the customer lifecycle
• Resolve customer questions by connecting them with the right internal experts
• Contribute to the development of Customer Success frameworks, resources, and operating processes as we scale

What you'll bring:

• 5+ years in a customer-facing role, ideally within high-velocity SaaS Customer Success, Account Management, or similar environments
• Experience working with supply chain, manufacturing, commerce, or retail customers.
• Proven skills in client retention, strategic account management, and results-oriented customer relationship development 
• Proven ability to manage and grow a diverse customer portfolio, ideally within a fast-paced or high-growth organization
• A proactive, resourceful, and autonomous working style—comfortable owning challenges and driving solutions
• Experience navigating and influencing cross-functional teams to deliver customer outcomes
• Strong communication skills, with the ability to simplify technical concepts for different audiences
• A high level of empathy and customer-centricity, especially in challenging situations
• Data fluency—comfortable analyzing usage patterns, KPIs, and business impact
• Demonstrated expertise leveraging platforms such as Salesforce, ChurnZero, Gong, and emerging AI tools to improve visibility, efficiency, and performance.
• A continuous improvement mindset: curious, adaptable, and eager to learn
• A team-first attitude that contributes to a culture of inclusion, collaboration, and respect
• Bachelor’s degree or equivalent practical experience

It's a nice to have if you bring:

• Experience working with customers in retail, wholesale, e-commerce, 3PL/logistics, or inventory-based businesses
• Familiarity with inventory management, supply chain workflows, or product-based operations
• Understanding of API integrations, order workflows, or SaaS ecosystems used by modern product-based businesses

In return, we offer:

• Competitive benefits, including medical, dental, vision, and 401k company match program.
• A flexible PTO policy, allowing you the time you need to recharge.
• A Global Wellness Day celebrated companywide, providing you a dedicated holiday to focus on your own wellbeing.
• A diverse team, where everyone helps each other and inclusion is a core value.
• Frequent company sponsored events so you can get to know your coworkers.