How you'll make an impact:As a Customer Success Manager at Cin7, you'll be the strategic partner helping our customers unlock the full value of our platform. You will guide customers through their lifecycle-from post-Onboarding to expansion-while ensuring they achieve measurable business outcomes. Your primary focus will be on retention and product adoption, working each day to ensure we deliver on our brand promise to make selling products easier. Working closely with Sales, Onboarding, Product, and Support, you will advocate for customer needs, remove barriers, and ensure every customer interaction reflects Cin7's commitment to world-class service. Your work will directly influence retention, growth, product improvement, and customer loyalty.
What you'll do:- Build strong, consultative relationships with customers, focusing on strategic value, adoption, and long-term success
- Manage high volume SaaS book of business serving our strategic accounts. Cin7 services SMB and mid-market and you will primarily work with growing and scaling brands.
- Manage a book of business of 450 key accounts, driving retention and product adoption
- Conduct daily customer calls with your book of business, leveraging AI-enabled tools and our tech stack to execute tech-touch, human-touch playbooks at scale.
- Identify recurring customer challenges and help build scalable solutions, playbooks, and resources
- Conduct QBRs, pricing reviews, value proposition pitches, and client escalation calls.
- Value-sell our products throughout the customer lifecycle, reinforcing ROI and client investment into Cin7
- Deliver proactive business reviews and surface opportunities for customers to optimize workflows using Cin7
- Track customer health, identify risks early, and implement mitigation strategies
- Drive customer accountability by setting clear goals and executing tailored success plans
- Collaborate cross-functionally to ensure a seamless experience throughout the customer lifecycle
- Resolve customer questions by connecting them with the right internal experts
- Contribute to the development of Customer Success frameworks, resources, and operating processes as we scale
What you'll bring:- 5+ years in a customer-facing role, ideally within high-velocity SaaS Customer Success, Account Management, or similar environments
- Experience working with supply chain, manufacturing, commerce, or retail customers.
- Proven skills in client retention, strategic account management, and results-oriented customer relationship development
- Proven ability to manage and grow a diverse customer portfolio, ideally within a fast-paced or high-growth organization
- 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 continuous improvement mindset: curious, adaptable, and eager to learn
- A team-first attitude that contributes to a culture of inclusion, collaboration, and respect
- Bachelor's degree or equivalent practical experience
In return, we offer:- A generous PTO policy, allowing you the time you need to recharge.
- A Global Wellness Day celebrated companywide, providing you a dedicated holiday to focus on your own wellbeing.
- A diverse team, where everyone helps each other and inclusion is a core value.
- Frequent company sponsored events so you can get to know your coworkers.
$85,000 - $95,000 a year
85-95k CAD base salary + 20% variable, paid quarterly
