Note: The job is a remote job and is open to candidates in USA. Cin7 is a fast-growing global software company that provides solutions for modern-day product sellers. As Manager, Customer Success, you will lead a team of Customer Success Managers, guiding customers through their lifecycle and ensuring they achieve measurable business outcomes.
Responsibilities
- 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
Skills
- 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.
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