Customer Success Manager (All Levels)

Job description

About the Role Silo builds the technology that runs the produce and food supply chain — from the Silo Platform, our ERP for wholesalers, distributors, shippers, and importers, to Pet Tiger, our agricultural labor management platform. We're hiring Customer Success Managers across experience levels — from entry-level CSM I through Senior CSM — to own the full relationship with our customers on both product lines: driving adoption and renewal, and serving as their first point of contact when something isn't working. This is a blended role by design. Unlike a traditional CSM seat that hands support tickets off to a separate team, our CSMs own both sides of the customer relationship — proactive account management and reactive, front-line support — for the customers in their book of business. You'll be the person a customer calls whether they want to talk about renewing their contract or their invoice totals don't match their purchase orders. That end-to-end ownership is what makes the relationship stick. What You'll Own Every CSM on this team — at every level — independently exercises judgment across account strategy, product recommendations, and problem resolution. This isn't a scripted, escalate-everything role: you're expected to size up a situation, decide on a path, and act on it. Customer Success & Growth Account health monitoring — track usage and adoption metrics and independently flag and act on churn risk before it becomes a problem. Independent module and configuration recommendations — assess a customer's actual operation (multi-entity structure, grower accounting needs, EDI complexity, multi-state labor footprint) and recommend the right add-ons or configuration without a preset script. Renewal and pricing structuring — independently structure and negotiate renewal terms within Silo's pricing framework (e.g., standard annual increase vs. multi-year structure), rather than reading numbers off a sheet. Upsell identification and execution — independently identify expansion opportunities and make the recommendation directly to the customer. Business reviews — run QBRs and build lasting relationships with customer-side ops and finance stakeholders. Cross-functional partnership with Implementation, Product, and Engineering to close the loop on customer-impacting issues. Customer Support — With Real Discretion Ticket resolution makes up roughly 30–40% of the role's day-to-day work — but it isn't rote, scripted work. Each case requires independent problem-solving: Root-cause diagnosis — independently determine whether an issue is a customer training gap, a customer process gap, or a genuine product defect, across Silo's order, inventory, invoicing, and EDI modules or Pet Tiger's labor and time & attendance workflows. Workaround design — independently establish and implement interim workarounds for customers when a fix isn't immediately available, judging what's safe and appropriate for that customer's specific setup. Escalation judgment — independently decide whether and when to escalate to Engineering, Product, or a Strategic Account Manager, rather than following a fixed escalation script. Clear, patient communication that translates technical issues into plain language for non-technical users. Process & Training Process ownership — own a specific internal playbook or workflow (e.g., an EDI escalation process or a compliance-flagging process) with authority to revise it based on what's working, not just assist with someone else's. Training content design — adapt onboarding and training materials to a customer's specific configuration, and document playbooks used to train newer team members. Domain Knowledge (either or both, depending on the customers you support) Silo Platform: produce and food supply chain fundamentals — lot codes, bills of lading, PO matching, and core EDI concepts (850/810/856). Pet Tiger: agricultural labor management fundamentals — time & attendance, payroll interfaces, and the compliance context (FLSA, WPS, state ag-labor rules) our customers operate under. Domain Knowledge (either or both, depending on the customers you support) Silo Platform: produce and food supply chain fundamentals — lot codes, bills of lading, PO matching, and core EDI concepts (850/810/856). Pet Tiger: agricultural labor management fundamentals — time & attendance, payroll interfaces, and the compliance context (FLSA, WPS, state ag-labor rules) our customers operate under. Additional duties as assigned. Levels We're Hiring We're hiring across the full CSM career ladder. Every level independently exercises discretion and judgment across account strategy, recommendations, and problem resolution — what scales with experience is the complexity of the accounts and decisions, not whether judgment is required at all. Level Experience Scope Senior CSM 4–7 yrs Owns the most complex accounts and support cases; go-to resource for the team; mentors CSM II/III. CSM III 2–4 yrs Independently manages a full book of business, including moderately complex configuration recommendations, renewal structuring, root-cause diagnosis, and escalation decisions; owns at least one internal process or training asset. CSM II 1–2 yrs Independently manages an account portfolio and resolves standard support cases — including diagnosis, workarounds, and escalation judgment — with periodic manager check-ins rather than case-by-case guidance. CSM I 0–1 yrs Entry-level — learns account management and support fundamentals with close guidance from senior team members. What We're Looking For Experience in customer success, account management, or customer support — years vary by level (see table above); SaaS experience preferred. Comfort owning both relationship-building and hands-on troubleshooting — you don't see support work as beneath you or success work as "not your job." Strong, patient communication skills; ability to de-escalate and explain technical issues clearly to non-technical users. Comfort working directly with customers in the produce/food distribution or agricultural labor space; supply chain or AgTech domain experience is a plus at every level, and expected at Senior and above. Benefits & Perks Silo offers a competitive salary and commissions, as well as comprehensive company-sponsored health insurance, wellness and meal stipends, flexible time away and paid parental leave - in addition to a great company culture and team! Compensation DOE (Range: $51,200 - $90,000 annually depending on level and experience) We are committed to building a diverse team of people from a wide variety of backgrounds, and encourage anyone to apply. About Silo Help us rebuild the oldest system in the world — the agricultural supply chain Silo builds the software that fresh produce runs on. Our ERP handles the business end: sales orders, lot-level traceability, landed cost, invoicing, payments, and working capital. With our acquisition of Pet Tiger, we now cover the field end too — crew and labor management, piece-rate tracking, and harvest data capture. Field to Financial. No other platform covers both. The timing is not an accident. Most produce businesses still run on QuickBooks, spreadsheets, or software written twenty years ago. We are building what replaces it, and we are building it for growers, packers, shippers, wholesalers, distributors, and importers alike. We are engineers, designers, and produce people working across two products, several time zones, and one of the least digitized industries left. The work is real, the customers are real, and what you ship this quarter shows up in a packhouse next quarter. We are looking for people who want ownership, not a lane. If you would rather solve a problem nobody has solved than maintain one somebody already did, this is the place.