Customer Success Manager

Job description

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. Cin7 Sri Lanka is proud of our culture and has been officially recognised with Great Place to Work® Certification™ ### How you'll make an impact: As a Customer Success Manager at Cin7, you’ll be the strategic partner helping our customers unlock the full value of our platform. You will guide customers through their lifecycle—from post-Onboarding to expansion—while ensuring they achieve measurable business outcomes. Your primary focus will be on retention and product adoption, working each day to ensure we deliver on our brand promise to make selling products easier. Working closely with Sales, Onboarding, Product, and Support, you will advocate for customer needs, remove barriers, and ensure every customer interaction reflects Cin7’s commitment to world-class service. Your work will directly influence retention, growth, product improvement, and customer loyalty. ### 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 ### Why work for us? - We are a fast growing business going through a huge amount of growth. - You’ll have the opportunity to work on products that are used by our global customer-base and at the same time you’ll be growing your career and developing new skills. You’ll also be receiving: - Work From Anywhere for 30 days in a six month period - Celebrate your birthday with a paid day off - A Global Cin7 Day celebrated companywide, providing you a dedicated holiday to focus on your own wellbeing. - Medical Insurance on successful completion of probation - Recruitment referral bonus - Work for a Great Place to Work® - Hybrid Working ### Working Hours: This role is designed to support customers across multiple global time zones, with a schedule that includes afternoon and evening hours (Sri Lanka time). Exact working hours will be finalized with the successful candidate based on business needs and team collaboration.