Scaled Customer Success Manager

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Katana Cloud Inventory

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

☁️ SaaS

🤝 B2B

🛍️ eCommerce

SaaS • B2B • eCommerce

Katana Cloud Inventory is a cloud-based inventory and production management software that helps small and mid-sized manufacturers, retailers, and ecommerce businesses manage real-time inventory, purchasing, order fulfillment, and production workflows. It offers integrations with platforms like Shopify, QuickBooks Online, HubSpot, and Xero, provides warehouse and shop-floor apps, supports multichannel sales and 3PLs, and includes an open API and developer portal for custom workflows. The product is positioned as an AI-enabled, B2B SaaS solution for businesses seeking tighter control over stock, manufacturing processes, and supply chain visibility.

📋 Description

• Design and run automated lifecycle campaigns: onboarding journeys, adoption nudges, health-based triggers, expansion signals, and win-back sequences. • Build and own retention playbooks — structured, repeatable responses to disengagement, value gaps, and churn risk. • Create scalable engagement programs: webinars, office hours, customer communities, and educational content that delivers value without 1:1 CSM time. • Measure everything you launch. Track performance, cut what isn’t working, and iterate fast. • Own the tool stack: Intercom, HubSpot, Zapier, LMS, and LLM-powered workflows. • Carry a portfolio of at-risk accounts — execute save motions, diagnose value gaps, secure renewal, drive expansion. This is an intentional design, not a distraction. • Partner with Product, PMM, Sales, and Solutions Engineering on signals, content, handoffs, and early lifecycle success.

🎯 Requirements

• A proven track record of building one-to-many programs from scratch — one or two strong programs you can link directly to outcomes and metrics. • Hands-on retention and renewal ownership — whether as a CSM or account manager, you have owned a book of business and the revenue outcomes that come with it. • Hands-on experience with lifecycle tools: Intercom, HubSpot, Zapier, or comparable platforms. • Practical AI knowledge — workflow integration and output quality assessment, not just prompting. • Live facilitation experience. You have hosted customer sessions, not just designed them. • Data literacy: you read signals, form hypotheses, test them, and iterate.

🏖️ Benefits

• Growth experience at the fastest-growing inventory startup in the world • A connected team, we celebrate our diverse culture with Katanauts located all over the world • A working environment that fits you and a WFH budget that supports you in designing an inspiring workspace • A competitive salary and employee stock option program (we want everybody to feel engaged and share the fruits of our collective effort) • 28 days of paid vacation per year + 3 paid health days • Health and Wellness package • Getting older is a serious thing, and it calls for some serious celebration! Therefore, we give you your birthday off as a gift. • A team vibe to keep you smiling even on the rainiest days • World-class team events; We celebrate in person annually at our company Summer Days and get together remotely as often as possible.