Customer Success Manager

About This Role

As a Customer Success Manager, you will be a strategic partner for customers, ensuring they maximize the value of Cin7's platform. Your role focuses on driving customer retention and product adoption through strategic engagement and advocacy.

Responsibilities

• Build strong, consultative relationships with customers, focusing on strategic value, adoption, and long-term success
• Manage a high volume SaaS book of business serving strategic accounts, including SMB and mid-market 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 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 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

Requirements

• 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
• 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
• Data fluency—comfortable analyzing usage patterns, KPIs, and business impact
• Demonstrated expertise leveraging platforms such as Salesforce, ChurnZero, Gong, and emerging AI tools
• 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

Qualifications

• Bachelor’s degree or equivalent practical experience
• 5+ years in a customer-facing role, ideally within high-velocity SaaS Customer Success, Account Management, or similar environments

Nice to Have

• 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

Skills

* Required skills

Benefits