Customer Success Manager

About the role

Cin7 is on the lookout for a dynamic and motivated Customer Success Manager to join our rapidly expanding team in Auckland, New Zealand. This role is pivotal in ensuring our customers achieve their desired outcomes while utilizing our innovative inventory management solutions. As a Customer Success Manager, you will be responsible for fostering strong relationships with our clients, driving product adoption, and ensuring long-term success for both the customers and Cin7.

Key facts

What you'll do

• Establish and nurture consultative relationships with clients, emphasizing strategic value, adoption, and sustained success.
• Oversee a substantial portfolio of SaaS accounts, primarily focusing on small to medium-sized businesses and mid-market brands that are in a growth phase.
• Manage a diverse book of 450 key accounts, concentrating on customer retention and enhancing product utilization.
• Conduct regular customer interactions, utilizing AI-driven tools and our technology stack to implement both tech-touch and human-touch engagement strategies effectively.
• Identify common challenges faced by customers and collaborate on developing scalable solutions, playbooks, and resources to address these issues.
• Facilitate Quarterly Business Reviews (QBRs), pricing discussions, value proposition presentations, and handle client escalation calls as needed.
• Promote the value of our products throughout the customer journey, reinforcing the return on investment (ROI) and the value of their partnership with Cin7.
• Provide proactive business reviews and identify opportunities for customers to streamline their workflows using Cin7's capabilities.
• Monitor customer health metrics, detect potential risks early, and devise strategies to mitigate these risks.
• Encourage customer accountability by establishing clear objectives and executing customized success plans.
• Collaborate with various teams to ensure a cohesive experience for customers throughout their engagement with Cin7.
• Address customer inquiries by connecting them with appropriate internal resources and experts.
• Contribute to the evolution of Customer Success frameworks, resources, and operational processes as the company scales.

Requirements

• A minimum of 5 years of experience in a customer-facing role, preferably in high-velocity SaaS Customer Success, Account Management, or similar fields.
• Familiarity with supply chain, manufacturing, commerce, or retail sectors is highly desirable.
• Demonstrated success in client retention, strategic account management, and developing results-oriented customer relationships.
• Proven ability to manage and expand a diverse customer portfolio, particularly in fast-paced or high-growth environments.
• A proactive, resourceful, and independent work ethic - capable of tackling challenges and driving solutions.
• Experience in navigating and influencing cross-functional teams to achieve customer objectives.
• Excellent communication skills, with the ability to convey technical concepts in a simplified manner for varied audiences.
• A strong sense of empathy and customer-centricity, especially in challenging situations.
• Proficiency in data analysis - comfortable interpreting usage patterns, key performance indicators (KPIs), and assessing business impact.
• Experience with platforms such as Salesforce, ChurnZero, Gong, and emerging AI tools to enhance visibility, efficiency, and performance.
• A mindset geared towards continuous improvement: curious, adaptable, and eager to learn.
• A collaborative team spirit that fosters a culture of inclusion, respect, and cooperation.
• A Bachelor's degree or equivalent practical experience is required.

Nice to have

• Experience in a high-growth technology company.
• Familiarity with inventory management or supply chain software solutions.
• Knowledge of customer success metrics and frameworks.

Skills & tools

• Proficient in CRM tools (e.g., Salesforce) and customer success platforms (e.g., ChurnZero).
• Familiarity with data analysis tools and techniques.
• Strong presentation and negotiation skills.

Practical notes

• Cin7 offers a hybrid working environment, allowing for three days of work from home each week.
• Employees have the option to work fully remotely for 30 days every six months from any location globally.
• Enjoy a paid day off to celebrate your birthday and a dedicated holiday for Global Wellness Day.
• Comprehensive health insurance coverage is provided, along with monthly social events featuring food and drinks.
• Additional perks include discounted gym memberships and local dining discounts.
• A relaxed dress code and a modern office environment in Grafton, equipped with recreational amenities like a pool table, table tennis, and coffee machines, enhance the workplace experience.

Join us at Cin7 and be part of a team that is committed to empowering product sellers around the globe with innovative inventory management solutions. Your contributions will play a crucial role in helping our customers thrive in a competitive digital landscape.