Customer Success Manager

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

📋 Description

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

• Oversee a high-volume SaaS portfolio catering to our strategic accounts. Cin7 serves SMB and mid-market clients, with a focus on growing and scaling brands.

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

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

• Recognize recurring customer challenges and assist in developing scalable solutions, playbooks, and resources.

• Perform Quarterly Business Reviews (QBRs), pricing evaluations, value proposition presentations, and client escalation discussions.

• Value-sell our products throughout the customer lifecycle, emphasizing ROI and client investment in Cin7.

• Provide proactive business reviews and highlight opportunities for customers to optimize workflows using Cin7.

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

• Promote customer accountability by establishing clear goals and implementing customized success plans.

• Collaborate across departments 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 of experience in a customer-facing role, preferably in high-velocity SaaS Customer Success, Account Management, or similar fields.

• Background in 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 within a fast-paced or high-growth organization.

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

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

• Excellent communication skills, capable of simplifying technical concepts for varied audiences.

• High levels of empathy and customer-centricity, particularly in challenging situations.

• Data fluency—comfortable analyzing usage patterns, KPIs, and overall business impact.

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

• A continuous improvement mindset: 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

• A generous PTO policy, giving you the time necessary to recharge.

• A Global Wellness Day celebrated companywide, offering you a dedicated holiday to focus on your own wellbeing.

• A diverse team environment where mutual support is key and inclusion is a fundamental value.

• Frequent company-sponsored events to help you connect with your coworkers.