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Cin7 is passionate about reducing the cost, time and effort of selling products.
The Role
Own a high-volume SaaS book (≈450 accounts) to drive retention, adoption, and expansion. Build consultative relationships, run QBRs and pricing reviews, track customer health, surface optimization opportunities, and deliver scalable playbooks. Collaborate with Sales, Onboarding, Product, and Support to remove barriers, escalate issues, and influence product improvements while leveraging data and AI-enabled tools to measure and demonstrate customer ROI.
Summary Generated by Built In
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.
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
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
Why Cin7?
At Cin7, we make great products available to everyone. Every month, millions of sales orders flow through our platform reducing the cost, effort and time for product sellers so they can quickly get products to customers and build their brands without worrying about their operations. We pride ourselves on providing Inventory Management and Supply Chain software to help medium-large product businesses thrive in a highly competitive, digital world. Cin7 centrally manages inventory across multiple locations and channels, connecting 500+ systems to support receiving, selling and shipping stock.
We value diversity at Cin7, and bring people into the heart of everything we do. We hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every member of our team.
Skills Required
- 5+ years in a customer-facing role (Customer Success, Account Management or similar), ideally in high-velocity SaaS
- Experience working with supply chain, manufacturing, commerce, or retail customers
- Proven client retention and strategic account management skills
- Proven ability to manage and grow a diverse customer portfolio in a fast-paced or high-growth organization
- Comfortable managing a large book of business (~450 key accounts)
- Strong communication skills and ability to simplify technical concepts for varied audiences
- Data fluency: analyze usage patterns, KPIs, and business impact
- Experience leveraging Salesforce, ChurnZero, Gong, and emerging AI tools
- Experience influencing and navigating cross-functional teams to deliver customer outcomes
- Bachelor's degree or equivalent practical experience
- High empathy, customer-centric mindset, and ability to handle escalations
What the Team is Saying
Ajoy
CEO
Michelle
Global VP, Partnerships
Jean
Implementation Specialist
Carrie
Program Manager, Partnerships
Shawn
Director, Customer Support (Cin7 Omni)
Cin7 Compensation & Benefits Highlights
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Healthcare Strength — Multiple U.S. medical plan options, dental, mental‑health resources via TriNet, and vision coverage described as effectively at no cost support strong core coverage. Life and disability insurance and FSA/HSA options add further protection.
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Retirement Support — A 401(k) through Transamerica with a company match of 50% on employee contributions up to 6% of base salary provides meaningful retirement support. The plan is clearly structured to help build long‑term savings.
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Leave & Time Off Breadth — Flexible or unlimited PTO, paid holidays and sick time, a birthday day off, wellness days, and paid volunteer time indicate broad time‑off options. Hybrid/remote flexibility further supports work‑life balance.
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The Company
What We Do
Cin7 connects your channels, inventory and accounting together. It dramatically reduces the cost of selling products across multiple channels, and opens up exciting new opportunities for product sellers. We're built on innovation, trust & collaboration, and a passion to see our customers thrive.
Why Work With Us
Cin7 is collaborative to the core. We’ve built a culture of open communication, continuous learning, and social activity to foster individual career development in a fun, team-centered environment. We love to promote from within: growing together, we can provide the best technology for product companies to sell to more customers in more places.
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Cin7 Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Workplace policies vary by region, but we do allow flexibility in each location.
Typical time on-site:
Not Specified
