Manager, Customer Success

Cin7 is a fast-growing global software company that provides solutions for modern-day product sellers. We help these sellers connect and simplify their operations, keep track of their inventory at scale, and help them sell their products across multiple sales channels around the world. Cin7 is expanding very quickly with a mission to empower product sellers to thrive by making selling as easy as buying. We are committed to this mission to become the leading Inventory Management Software brand in the world. Serving over 8,000 customers globally, processing more than 125 million orders per year, and supporting over $35B of Gross Merchandise Value, Cin7 has been rated [best overall in inventory management software](https://www.forbes.com/advisor/business/software/best-inventory-management-software/) in 2024 by Forbes Advisor. ### 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, inclu…