How you'll make an impact:As Manager, Customer Success at Cin7, you'll lead a team of CSMs responsible for guiding customers through their lifecycle-from post-Onboarding to expansion-while ensuring they achieve measurable business outcomes. Reporting to the Director of Customer Success, you'll be the day-to-day operational leader for your team, translating strategy into consistent execution while remaining close enough to the work to jump in on escalations, coach live customer calls, and know your team's book of business as well as they do.
You'll be instrumental in maturing a developing team: reinforcing playbooks, driving accountability to KPIs and health metrics, and building the habits and skills that turn early-tenure CSMs into future leaders. Working closely with Sales, Onboarding, Product, and Support, you'll 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:- 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
What you'll bring:- 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
In return, we offer:- 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.
$100,000 - $110,000 a year
100-110k USD base salary + 20% variable
