Customer Success Manager

About Cin7

Cin7, named New Zealand Hi-Tech Company of the Year 2023, is a rapidly expanding global software company dedicated to modern product sellers. We provide scalable inventory management solutions that enable clients to sell products across various international sales channels efficiently.

Our mission is to become the foremost Inventory Management Software brand worldwide. To support this ambition, we seek a committed and enthusiastic Customer Success Manager to join our team.

Role Overview and Impact

As a Customer Success Manager, you will act as a strategic partner for customers, supporting them throughout their lifecycle from post-onboarding to business growth stages. Your goal is to drive retention, enhance product adoption, and deliver measurable business results. You will collaborate with Sales, Onboarding, Product, and Support teams to advocate for customer needs and maintain Cin7's world-class service standard.

Key Responsibilities

• Establish and nurture consultative relationships with customers to ensure strategic value and long-term success.
• Oversee a high-volume SaaS portfolio of approximately 450 key accounts, primarily SMB and mid-market clients.
• Conduct daily customer interactions using AI-powered tools and integrated technology to manage both automated and personal engagement effectively.
• Identify recurring issues faced by customers and develop scalable resources, playbooks, and solutions.
• Lead quarterly business reviews, pricing evaluations, value proposition discussions, and manage client escalations.
• Promote product value throughout the customer lifecycle to reinforce client ROI and investment in Cin7.
• Perform proactive business reviews to find opportunities for customers to optimize their workflows with our platform.
• Monitor customer health metrics, identify risks early, and implement mitigation strategies.
• Set clear goals and individualized success plans to enhance customer accountability.
• Facilitate cross-functional teamwork to ensure seamless customer experiences.
• Address customer inquiries by connecting them with appropriate internal experts.
• Contribute to the evolution of Customer Success frameworks, processes, and resources as the company scales.

Candidate Profile and Qualifications

• Minimum 5 years of experience in customer-facing roles, ideally within SaaS Customer Success, Account Management, or similar fields.
• Experience servicing clients in supply chain, manufacturing, commerce, or retail sectors.
• Demonstrated expertise in client retention, strategic account management, and fostering strong customer relationships.
• Proven ability to manage and grow diverse customer portfolios in dynamic, high-growth settings.
• Self-driven, resourceful, and comfortable independently solving challenges and delivering results.
• Skilled in coordinating cross-functional teams to achieve customer-centric outcomes.
• Excellent communication skills capable of simplifying technical information for varied stakeholders.
• High emotional intelligence with a strong customer-first attitude, especially in complex situations.
• Proficient in data analysis including usage patterns, KPIs, and business impact.
• Experienced with platforms such as Salesforce, ChurnZero, Gong, and AI-driven tools to enhance visibility and efficiency.
• Possesses a mindset focused on continuous improvement, adaptability, and eagerness to learn.
• Collaborative team player who promotes inclusion, respect, and open culture.
• Holds a bachelor's degree or equivalent practical experience.

Benefits and Work Environment

• Hybrid work arrangement with three days per week working from home.
• Option to work remotely from any global location for 30 days every six months.
• A paid day off to celebrate your birthday.
• Company-wide Global Wellness Day dedicated to personal wellbeing.
• Fully covered health insurance plan.
• Monthly social events with food and beverages provided.
• Discounted gym memberships and offers at local eateries.
• Referral bonus for recruitment contributions.
• Relaxed dress code.
• Modern office facility in Grafton featuring recreational amenities like pool table, table tennis, PlayStation 5, and coffee machines.

Diversity and Inclusion Statement

Cin7 values diversity and is committed to creating an inclusive workplace that respects individual differences. We recruit and promote without discrimination on any protected ground, fostering a safe and authentic work atmosphere.

Hiring Process

We may utilize artificial intelligence tools to assist in application review and evaluation, but all final hiring decisions are made by human recruiters. Candidates can request further details regarding data processing practices.