Manager, Customer Success

🔥 1 minute ago

⛰️ Colorado – Remote

⛰️ Colorado – Remote

💵 $100k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Cin7

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2014

☁️ SaaS

🛍️ eCommerce

🏪 Marketplace

💰 Private Equity Round on 2019-09

SaaS • eCommerce • Marketplace

Cin7 is a comprehensive inventory management software provider that helps businesses optimize their inventory operations through automation and integration. Their product offerings include advanced forecasting and analytics, multi-channel sales integration, warehouse management, and third-party logistics support. They provide solutions tailored to both small businesses and enterprise-level clients, allowing seamless connection across various sales channels and regions. With features like real-time inventory tracking, automation of reordering, and AI-driven demand forecasting, Cin7 aims to empower businesses to streamline their operations and scale efficiently.

📋 Description

• Lead, coach, and develop a team of Customer Success Managers, setting clear expectations and driving daily execution • Provide hands-on coaching—through live call shadowing, real-time feedback, and active support in customer engagements • Own team-level outcomes including retention, product adoption, and customer health scores, reporting on progress against targets • Manage escalations and complex account situations, jumping in directly to help CSMs and customers navigate with clarity and empathy • Drive operational rigor—refining playbooks, cadences, and processes to increase consistency, visibility, and team efficiency • Ensure your team executes tech-touch and human-touch playbooks at scale across a high-volume book of SMB and mid-market accounts • Support QBRs, pricing reviews, value proposition pitches, and client escalation calls for key accounts within your team's portfolio • Track team and customer health, identify risks early, and implement mitigation strategies • Build foundational CS habits across your team—CRM discipline, success planning, customer outreach cadence, and playbook execution • Collaborate cross-functionally with Product, Sales, and Support to elevate the voice of the customer and resolve barriers to customer success • Contribute to the development of Customer Success frameworks, resources, and operating processes as we scale • Hire, develop, and retain top CS talent while fostering a culture of accountability, ownership, and collaboration

🎯 Requirements

• 6+ years in a customer-facing role within high-velocity SaaS Customer Success, Account Management, or similar environments • 3+ years of direct people management experience in a Customer Success or Account Management organization, including performance management, coaching, and hiring • Experience working with supply chain, manufacturing, commerce, or retail customers • Proven skills in client retention, strategic account management, and results-oriented customer relationship development • Strong operational acumen and a metrics-based management style, including hands-on experience managing workflows through KPIs and SLAs • 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 record of building future leaders and contributors through consistent coaching and mentorship • A continuous improvement mindset: curious, adaptable, and eager to learn • Bachelor's degree or equivalent practical experience

🏖️ Benefits

• Comprehensive benefits to support your health and future, including medical, dental, vision, paid family leave and a 401(k) with company match. • Time to recharge, with a flexible PTO policy plus a dedicated Global Cin7 Day to focus on your own wellbeing. • A culture of connection and inclusion, where diversity is celebrated and everyone supports each other’s success. • Opportunities to grow, with access to learning resources, professional development, and clear pathways for career progression. • A connected global team, with frequent company-sponsored events and activities that bring us closer together, no matter where we work.