Manager, Customer Success

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

📋 Description

• Lead, mentor, and develop a team of Customer Success Managers by establishing clear expectations and driving daily operations.

• Provide practical coaching through live call observation, on-the-spot feedback, and active assistance in customer interactions.

• Own team-level results, including retention, product adoption, and customer health metrics, while reporting on progress toward goals.

• Manage escalations and complex account situations by directly assisting CSMs and customers to navigate with clarity and empathy.

• Drive operational excellence by refining playbooks, establishing rhythms, and enhancing processes to boost consistency, visibility, and team efficiency.

• Ensure your team effectively implements both tech-touch and human-touch playbooks at scale across a high-volume portfolio of SMB and mid-market accounts.

• Support Quarterly Business Reviews (QBRs), pricing evaluations, value proposition presentations, and client escalation calls for key accounts within your team's scope.

• Monitor team and customer wellbeing, proactively identifying risks and executing mitigation plans.

• Instill foundational Customer Success practices within your team, including CRM discipline, success planning, customer outreach rhythms, and playbook execution.

• Collaborate across departments with Product, Sales, and Support to amplify the customer voice and eliminate obstacles to customer success.

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

• Recruit, develop, and retain top Customer Success talent while nurturing a culture of accountability, ownership, and teamwork.

⛳️ Requirements

• Over 6 years of experience in a customer-facing role within fast-paced SaaS Customer Success, Account Management, or similar fields.

• More than 3 years of direct management experience in a Customer Success or Account Management setting, including performance oversight, coaching, and recruitment.

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

• Demonstrated capabilities in client retention, strategic account management, and developing results-oriented customer relationships.

• Strong operational insight and a metrics-driven management approach, including hands-on experience overseeing workflows via KPIs and SLAs.

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

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

• Excellent communication skills, with the ability to convey technical concepts in a simplified manner for diverse audiences.

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

• Proficient in data analysis—comfortable interpreting usage patterns, KPIs, and business impact.

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

• A history of developing future leaders and contributors through regular coaching and mentorship.

• A mindset oriented towards continuous improvement: curious, adaptable, and eager to learn.

• Bachelor's degree or equivalent practical experience.

🏝️ Benefits

• Comprehensive benefits package to support your health and future, including medical, dental, vision, paid family leave, and a 401(k) with company matching.

• Time to recharge with a flexible PTO policy along with a dedicated Global Cin7 Day to prioritize your wellbeing.

• A culture of connection and inclusion, celebrating diversity and fostering mutual support for everyone's success.

• Opportunities for growth, with access to learning resources, professional development, and clear pathways for career advancement.

• A connected global team, with frequent company-sponsored events and activities that foster camaraderie, regardless of where we work.