Customer Success Manager

About the role

As a Customer Success Manager at Cin7, you will act as a strategic partner for our SaaS customers, guiding them from post‑onboarding through expansion. Your focus will be on driving retention, product adoption, and measurable business outcomes for a portfolio of high‑growth brands.

Key responsibilities

• Build consultative, long‑term relationships with 450 key accounts, emphasizing strategic value and adoption.
• Manage a high‑volume SaaS book of business, conducting daily customer calls and leveraging AI‑enabled tools for tech‑touch and human‑touch playbooks.
• Identify recurring challenges, develop scalable solutions, and create playbooks and resources.
• Lead QBRs, pricing reviews, value‑proposition pitches, and client escalation calls.
• Value‑sell Cin7 products throughout the customer lifecycle, reinforcing ROI.
• Deliver proactive business reviews, track customer health, and implement risk‑mitigation strategies.
• Collaborate with Sales, Onboarding, Product, and Support to ensure a seamless customer experience.
• Contribute to the development of Customer Success frameworks and operating processes as the team scales.

Required profile

• 5+ years in a customer‑facing role, preferably in high‑velocity SaaS Customer Success or Account Management.
• Experience working with supply‑chain, manufacturing, commerce, or retail customers.
• Proven track record in client retention, strategic account management, and delivering results.

Required skills

What we offer

• Opportunity to shape the growth of a fast‑expanding global software company.
• Collaborative culture recognized as a Great Place to Work®.
• Exposure to a diverse portfolio of modern product sellers across multiple sales channels.