Customer Success Manager – All Levels

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $51.2k - $90k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Silo

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

🍽️ Food & Beverage

📦 Logistics

💼 Consulting

Food & Beverage • Logistics • Consulting

Silo is a cutting-edge supply chain software company focused on the food industry. It offers a comprehensive platform for inventory management, real-time visibility into cash flow, and enhanced operations within the food supply chain. With services including advanced freight management and capital delivery, Silo aims to streamline the movement of perishable goods across 85 countries. Businesses use Silo to gain insights into margins, costs, and revenues, ensuring efficient and profitable operations. The platform promotes seamless integration, allowing companies to optimize their supply chain processes with minimal IT burdens.

📋 Description

• Own the full customer relationship across Silo Platform and Pet Tiger • Drive customer adoption and renewal • Serve as the first point of contact for customer issues • Monitor account health, usage, and adoption metrics; identify and act on churn risk • Assess customer operations and recommend modules, add-ons, and configurations • Structure and negotiate renewal terms within Silo's pricing framework • Identify and execute upsell opportunities • Run QBRs and build relationships with customer-side operations and finance stakeholders • Partner with Implementation, Product, and Engineering on customer-impacting issues • Resolve support tickets, representing roughly 30–40% of day-to-day work • Diagnose root causes across order, inventory, invoicing, EDI, labor, and time-and-attendance workflows • Design and implement interim customer workarounds • Decide when to escalate issues to Engineering, Product, or a Strategic Account Manager • Translate technical issues into clear language for non-technical users • Own and revise an internal playbook or workflow • Adapt onboarding and training materials to customer configurations • Document playbooks used to train newer team members • Perform additional duties as assigned

🎯 Requirements

• Experience in customer success, account management, or customer support; years vary by level: Senior CSM 4–7 years, CSM III 2–4 years, CSM II 1–2 years, CSM I 0–1 years • SaaS experience preferred • Comfort owning both relationship-building and hands-on troubleshooting • Strong, patient communication skills • Ability to de-escalate and explain technical issues clearly to non-technical users • Comfort working directly with customers in the produce/food distribution or agricultural labor space • Supply chain or AgTech domain experience is a plus at every level and expected at Senior and above • Knowledge of produce and food supply chain fundamentals, including lot codes, bills of lading, PO matching, and EDI concepts (850/810/856), depending on supported customers • Knowledge of agricultural labor management fundamentals, including time and attendance, payroll interfaces, FLSA, WPS, and state ag-labor rules, depending on supported customers

🏖️ Benefits

• Commissions • Comprehensive company-sponsored health insurance • Wellness stipends • Meal stipends • Flexible time away • Paid parental leave • Great company culture and team