Note: The job is a remote job and is open to candidates in USA. Silo builds software for the agricultural and food supply chain, including ERP and agricultural labor management platforms. The Customer Success Manager owns end-to-end customer relationships across experience levels, driving adoption, renewals, account growth, and front-line support while exercising independent judgment in problem resolution, process ownership, and training.
Responsibilities
- Account health monitoring — track usage and adoption metrics and independently flag and act on churn risk before it becomes a problem
- Independent module and configuration recommendations — assess a customer's actual operation (multi-entity structure, grower accounting needs, EDI complexity, multi-state labor footprint) and recommend the right add-ons or configuration without a preset script
- Renewal and pricing structuring — independently structure and negotiate renewal terms within Silo's pricing framework (e.g., standard annual increase vs. multi-year structure), rather than reading numbers off a sheet
- Upsell identification and execution — independently identify expansion opportunities and make the recommendation directly to the customer
- Business reviews — run QBRs and build lasting relationships with customer-side ops and finance stakeholders
- Cross-functional partnership with Implementation, Product, and Engineering to close the loop on customer-impacting issues
- Root-cause diagnosis — independently determine whether an issue is a customer training gap, a customer process gap, or a genuine product defect, across Silo's order, inventory, invoicing, and EDI modules or Pet Tiger's labor and time & attendance workflows
- Workaround design — independently establish and implement interim workarounds for customers when a fix isn't immediately available, judging what's safe and appropriate for that customer's specific setup
- Escalation judgment — independently decide whether and when to escalate to Engineering, Product, or a Strategic Account Manager, rather than following a fixed escalation script
- Clear, patient communication that translates technical issues into plain language for non-technical users
- Process ownership — own a specific internal playbook or workflow (e.g., an EDI escalation process or a compliance-flagging process) with authority to revise it based on what's working, not just assist with someone else's
- Training content design — adapt onboarding and training materials to a customer's specific configuration, and document playbooks used to train newer team members
- Additional duties as assigned
Skills
- Experience in customer success, account management, or customer support — years vary by level (see table above); SaaS experience preferred
- Comfort owning both relationship-building and hands-on troubleshooting — you don't see support work as beneath you or success work as "not your job."
- 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
Benefits
- Commissions
- Comprehensive company-sponsored health insurance
- Wellness stipends
- Meal stipends
- Flexible time away
- Paid parental leave
- A great company culture and team
Company Overview