Customer Success Manager

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

📋 Description

• Establish robust, consultative relationships with clients, emphasizing strategic value, adoption, and long-term success.

• Oversee a substantial SaaS book of business catering to our strategic accounts. Cin7 serves SMB and mid-market clients, and your focus will be on brands that are growing and scaling.

• Manage a portfolio of 450 key accounts, focusing on retention and product adoption.

• Conduct daily customer calls within your portfolio, utilizing AI-enabled tools and our technology stack to implement tech-touch and human-touch playbooks at scale.

• Identify recurring customer issues and assist in developing scalable solutions, playbooks, and resources.

• Lead QBRs, pricing reviews, value proposition presentations, and client escalation discussions.

• Value-sell our products throughout the customer journey, reinforcing ROI and the client’s investment in Cin7.

• Provide proactive business reviews and identify opportunities for customers to enhance workflows using Cin7.

• Monitor customer health, detect risks early, and apply mitigation strategies.

• Foster customer accountability by establishing clear goals and executing customized success plans.

• Collaborate across functions to ensure a seamless experience throughout the customer lifecycle.

• Address customer inquiries by connecting them with the appropriate internal experts.

• Participate in the creation of Customer Success frameworks, resources, and operational processes as we expand.

⛳️ Requirements

• 5+ years in a client-facing role, preferably in high-velocity SaaS Customer Success, Account Management, or similar environments.

• Experience working with supply chain, manufacturing, commerce, or retail clients.

• Demonstrated skills in client retention, strategic account management, and results-driven customer relationship development.

• Proven ability to manage and expand a diverse customer portfolio, ideally in a fast-paced or high-growth organization.

• A proactive, resourceful, and independent working style—comfortable taking ownership of challenges and driving solutions.

• Experience in navigating and influencing cross-functional teams to achieve customer outcomes.

• Excellent communication skills, with the ability to clarify technical concepts for various audiences.

• A strong level of empathy and customer-centricity, particularly in challenging situations.

• Data fluency—proficient in analyzing usage patterns, KPIs, and business impact.

• Proven expertise using platforms such as Salesforce, ChurnZero, Gong, and emerging AI tools to enhance visibility, efficiency, and performance.

• A mindset focused on continuous improvement: curious, adaptable, and eager to learn.

• A team-oriented attitude that fosters a culture of inclusion, collaboration, and respect.

• Bachelor’s degree or equivalent practical experience.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday leave.

• Opportunities for professional development and continuous learning.

• A collaborative and inclusive work environment.

• Flexible work arrangements.