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3 months ago
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Requirements and responsibilities
How you’ll make an impact:As a Customer Success Manager at Cin7, you’ll be the strategic partner helping our customers unlock the full value of our platform. You will guide customers through their lifecycle—from post-Onboarding to expansion—while ensuring they achieve measurable business outcomes. Your primary focus will be on retention and product adoption, working each day to ensure we deliver on our brand promise to make selling products easier. Working closely with Sales, Onboarding, Product, and Support, you will advocate for customer needs, remove barriers, and ensure every customer interaction reflects Cin7’s commitment to world-class service. Your work will directly influence retention, growth, product improvement, and customer loyalty.What you'll do:Build strong, consultative relationships with customers, focusing on strategic value, adoption, and long-term successManage 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 adoptionConduct daily customer calls with your book of business, leveraging AI-enabled tools and our tech stack to execute tech-touch, human-touch playbooks at scale.Identify recurring customer challenges and help build scalable solutions, playbooks, and resourcesConduct QBRs, pricing reviews, value proposition pitches, and client escalation calls.Value-sell our products throughout the customer lifecycle, reinforcing ROI and client investment into Cin7Deliver proactive business reviews and surface opportunities for customers to optimize workflows using Cin7Track customer health, identify risks early, and implement mitigation strategiesDrive customer accountability by setting clear goals and executing tailored success plansCollaborate cross-functionally to ensure a seamless experience throughout the customer lifecycleResolve customer questions by connecting them with the right internal expertsContribute to the development of Customer Success frameworks, resources, and operating processes as we scaleWhat you'll bring:5+ years in a customer-facing role, ideally within high-velocity SaaS Customer Success, Account Management, or similar environmentsExperience working with supply chain, manufacturing, commerce, or retail customers.Proven skills in client retention, strategic account management, and results-oriented customer relationship developmentProven ability to manage and grow a diverse customer portfolio, ideally within a fast-paced or high-growth organizationA proactive, resourceful, and autonomous working style—comfortable owning challenges and driving solutionsExperience navigating and influencing cross-functional teams to deliver customer outcomesStrong communication skills, with the ability to simplify technical concepts for different audiencesA high level of empathy and customer-centricity, especially in challenging situationsData fluency—comfortable analyzing usage patterns, KPIs, and business impactDemonstrated 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 learnA team-first attitude that contributes to a culture of inclusion, collaboration, and respectBachelor’s degree or equivalent practical experienceNice to have:Experience working with customers in retail, wholesale, e-commerce, 3PL/logistics, or inventory-based businessesFamiliarity with inventory management, supply chain workflows, or product-based operationsUnderstanding of API integrations, order workflows, or SaaS ecosystems used by modern product-based businessesWhy Cin7?At Cin7, we make great products available to everyone. Every month, millions of sales orders flow through our platform reducing the cost, effort and time for product sellers so they can quickly get products to customers and build their brands without worrying about their operations. We pride ourselves on providing Inventory Management and Supply Chain software to help medium-large product businesses thrive in a highly competitive, digital world. Cin7 centrally manages inventory across multiple locations and channels, connecting 500+ systems to support receiving, selling and shipping stock.We value diversity at Cin7, and bring people into the heart of everything we do. We hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every member of our team.
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