Customer Success Manager

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

Why work for us?

We are a fast growing business going through a huge amount of growth.

You’ll have the opportunity to work on products that are used by our global customer-base and at the same time you’ll be growing your career and developing new skills. You’ll also be receiving:

Work From Anywhere for 30 days in a six month period

Celebrate your birthday with a paid day off

A Global Cin7 Day celebrated companywide, providing you a dedicated holiday to focus on your own wellbeing.

Medical Insurance on successful completion of probation

Recruitment referral bonus

Work for a Great Place to Work®

Hybrid Working

Working Hours:

This role is designed to support customers across multiple global time zones, with a schedule that includes afternoon and evening hours (Sri Lanka time). Exact working hours will be finalized with the successful candidate based on business needs and team collaboration.