Customer Success Manager – All Levels

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the entire customer relationship with Silo Platform and Pet Tiger.

• Encourage customer engagement and renewals.

• Act as the primary contact for addressing customer concerns.

• Track account health, usage, and adoption metrics; recognize and respond to churn risks.

• Evaluate customer operations and suggest modules, add-ons, and configurations.

• Negotiate renewal terms within Silo's pricing structure.

• Identify and pursue upselling opportunities.

• Conduct Quarterly Business Reviews (QBRs) and establish relationships with client-side operations and finance teams.

• Collaborate with Implementation, Product, and Engineering teams on customer-related issues.

• Handle support tickets, which comprise approximately 30–40% of daily responsibilities.

• Analyze root causes across order management, inventory, invoicing, EDI, labor, and time-and-attendance processes.

• Create and implement interim solutions for customers.

• Determine when to escalate issues to Engineering, Product, or a Strategic Account Manager.

• Translate technical challenges into understandable terms for non-technical users.

• Manage and update an internal playbook or workflow.

• Adjust onboarding and training materials to fit customer configurations.

• Record playbooks utilized for training new team members.

• Perform other responsibilities as assigned.

⛳️ Requirements

• Background in customer success, account management, or customer support; experience varies by position level: Senior CSM 4–7 years, CSM III 2–4 years, CSM II 1–2 years, CSM I 0–1 years.

• Experience in SaaS is preferred.

• Ability to manage both relationship-building and practical troubleshooting effectively.

• Excellent and patient communication skills.

• Capability to de-escalate situations and clearly articulate technical issues to non-technical users.

• Comfort engaging directly with customers in the produce/food distribution or agricultural labor sectors.

• Experience in supply chain or AgTech is advantageous at all levels and expected for Senior positions and above.

• Understanding of the fundamentals of produce and food supply chain, including lot codes, bills of lading, PO matching, and EDI concepts (850/810/856), depending on the customer base served.

• Familiarity with agricultural labor management basics, such as time and attendance, payroll interfaces, FLSA, WPS, and state agricultural labor regulations, depending on the customer base served.

🏝️ Benefits

• Commission opportunities.

• Comprehensive health insurance funded by the company.

• Wellness stipends.

• Meal stipends.

• Flexible time off.

• Paid parental leave.

• Positive company culture and team environment.