Manager Customer Success

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.

What We Do

Cin7 connects your channels inventory and accounting together. It dramatically reduces the cost of selling products across multiple channels and opens up exciting new opportunities for product sellers. We're built on innovation trust & collaboration and a passion to see our customers thrive.

Why Work With Us

Cin7 is collaborative to the core. We’ve built a culture of open communication continuous learning and social activity to foster individual career development in a fun team-centered environment. We love to promote from within: growing together we can provide the best technology for product companies to sell to more customers in more places.

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