Customer Success Specialist

A day in the life:

• Conduct regular cadenced check-ins with customers to assess their overall sentiment with Cin7, addressing any concerns and ensuring they are utilizing Cin7 products and services effectively.
• Monitor customer health and leverage customer insights to identify potential risk indicators and take proactive steps to prevent churn among our scaled segment of customers.
• Collaborate closely with internal teams, including operations,  sales, support, and product to improve the overall customer experience and develop best practices.
• Develop a deep understanding of customer needs and pain points to proactively identify opportunities for improvement and provide personalized solutions.
• Resolve customer inquiries by aligning customers with the right resources and proactively suggesting solutions to common customer challenges.
• Maintain accurate and up-to-date customer records and interactions in our technology systems like Zendesk, Salesforce and ChurnZero. 
• Identify potential churn risks and implement strategies and process improvements to mitigate them; including providing additional training, offering incentives, or proposing alternative solutions.
• Execute digital playbooks within ChurnZero to support health checks, renewals, billing reviews and engagement campaigns. 
• Help leadership design and implement proactive outreach to update customers on enhancements or changes to our products to ensure full platform value awareness.

What you'll bring:

• 2+ years of experience in a customer success or account management role, ideally within a SaaS environment and with a proven track record of hitting or exceeding retention targets.
• Strong familiarity with CRM, ticketing, or success tools such as Zendesk, Salesforce, ChurnZero, Gainsight, or similar.
• Excellent organizational and time management skills — ability to handle high-volume workloads and multiple priorities.
• High attention to detail, accuracy, and follow-through.
• Strong written communication skills for clear, professional customer correspondence.
• Analytical mindset with comfort using dashboards, spreadsheets, or reporting tools.
• Positive, proactive, and dependable — you take ownership of your work and thrive on supporting others to succeed.
• Curiosity and adaptability — open to using AI and automation tools as part of Cin7’s evolving digital success model.
• Bachelor’s degree or equivalent professional experience.
• Friendly and empathetic personality, with the ability to handle clients with patience and care.

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