Jobs and Careers

Manager, Customer Success

United Statesfull_timeVerifiedPosted 15 Jul 2026

About the role

Cin7 is a fast-growing global software company that provides solutions for modern-day product sellers. We help these sellers connect and simplify their operations, 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 empower product sellers to thrive by making selling as easy as buying. We are committed to this mission to become the leading Inventory Management Software brand in the world.

Serving over 8,000 customers globally, processing more than 125 million orders per year, and supporting over $35B of Gross Merchandise Value, Cin7 has been rated best overall in inventory management software in 2024 by Forbes Advisor.

How you'll make an impact:

As Manager, Customer Success at Cin7, you'll lead a team of CSMs responsible for guiding customers through their lifecycle—from post-Onboarding to expansion—while ensuring they achieve measurable business outcomes. Reporting to the Director of Customer Success, you'll be the day-to-day operational leader for your team, translating strategy into consistent execution while remaining close enough to the work to jump in on escalations, coach live customer calls, and know your team's book of business as well as they do.

You'll be instrumental in maturing a developing team: reinforcing playbooks, driving accountability to KPIs and health metrics, and building the habits and skills that turn early-tenure CSMs into future leaders. Working closely with Sales, Onboarding, Product, and Support, you'll 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:

Lead, coach, and develop a team of Customer Success Managers, setting clear expectations and driving daily execution
Provide hands-on coaching—through live call shadowing, real-time feedback, and active support in customer engagements
Own team-level outcomes including retention, product adoption, and customer health scores, reporting on progress against targets
Manage escalations and complex account situations, jumping in directly to help CSMs and customers navigate with clarity and empathy
Drive operational rigor—refining playbooks, cadences, and processes to increase consistency, visibility, and team efficiency
Ensure your team executes tech-touch and human-touch playbooks at scale across a high-volume book of SMB and mid-market accounts
Support QBRs, pricing reviews, value proposition pitches, and client escalation calls for key accounts within your team's portfolio
Track team and customer health, identify risks early, and implement mitigation strategies
Build foundational CS habits across your team—CRM discipline, success planning, customer outreach cadence, and playbook execution
Collaborate cross-functionally with Product, Sales, and Support to elevate the voice of the customer and resolve barriers to customer success
Contribute to the development of Customer Success frameworks, resources, and operating processes as we scale
Hire, develop, and retain top CS talent while fostering a culture of accountability, ownership, and collaboration

What you'll bring:

6+ years in a customer-facing role within high-velocity SaaS Customer Success, Account Management, or similar environments
3+ years of direct people management experience in a Customer Success or Account Management organization, including performance management, coaching, and hiring
Experience working with supply chain, manufacturing, commerce, or retail customers
Proven skills in client retention, strategic account management, and results-oriented customer relationship development
Strong operational acumen and a metrics-based management style, including hands-on experience managing workflows through KPIs and SLAs
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, Chur