Customer Success Manager

NZ Hi-Tech Company of the Year 2023, Cin7 is a fast-growing global software company that provides solutions for modern-day product sellers. We help these sellers keep track of their inventory at scale, and help them sell their products across multiple sales channels around the world.

Cin7 is expanding very quickly with a mission to become the leading Inventory Management Software brand in the world, and we are looking for a motivated and driven individual to join the team.

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

In return, we offer

• Hybrid Working Environment - 3 days work from home per week
• Option to work 30 days every six months fully remote from anywhere in the world
• Celebrate your birthday with a paid day off
• A Global Wellness Day celebrated companywide, providing you a dedicated holiday to focus on your own wellbeing.
• Fully paid health insurance
• Monthly Social Fridays drinks and food on us
• Discounted gym membership as well as discounts at some local eateries etc
• Recruitment referral bonus
• Relaxed dress code
• Modern office in Grafton complete with pool table, table tennis, PS5, Coffee machines etc