Cin7
Director, Customer Success – Cin7
Cin7 is a fast‑growing global software company that empowers product sellers to simplify operations, manage inventory, and sell across multiple channels worldwide. We serve over 8,000 customers globally, process more than 125 million orders per year, and support over $35B in Gross Merchandise Value. Cin7 has been rated best overall in inventory management software in 2024 by Forbes Advisor.
How You'll Make An Impact We’re looking for a
Director, Customer Success
to lead a high‑performing organization, establish structure and process, and upskill a global, early‑tenure team. This hands‑on leadership role blends strategic thinking with day‑to‑day execution, building strong relationships with customers, and partnering with Sales, Product, and Marketing to shape roadmap priorities.
What You'll Do
Lead, coach, and develop a high‑performing team of Customer Success Managers (CSMs), setting clear expectations and driving daily execution.
Provide hands‑on coaching through call shadowing, real‑time feedback, and active support in customer engagements.
Monitor and report key business metrics, team performance KPIs, and customer health signals at both team and executive levels.
Own key outcomes for the global Customer Success organization, including gross retention, net revenue retention (NRR), product adoption, and customer health scores.
Act as a trusted advisor to key customer executives, driving adoption, engagement, and long‑term value.
Partner closely with Sales and Account Management on renewals and expansion opportunities for a seamless customer experience.
Build and strengthen foundational practices such as success planning, value realization, and executive business reviews.
Collaborate cross‑functionally with Product, Sales, and Operations to elevate the customer voice and drive measurable improvements.
Jump in to solve problems as they arise, helping customers and CSMs navigate complex situations with clarity and empathy.
Drive operational rigor by refining playbooks, cadences, and metrics to increase consistency, visibility, and efficiency.
Hire, develop, and retain top CS talent while fostering a culture of accountability, ownership, and collaboration.
After establishing foundational excellence, lead the long‑tail customer program, managing a senior leader and driving scaled success for non‑named accounts in partnership with the VP of Success.
What You'll Bring
Significant experience leading Customer Success in high‑growth B2B SaaS, ideally serving SMB and mid‑market segments with enterprise‑level customers.
Proven success building structure, process, and culture in developing or evolving teams.
Strong operational acumen and a metrics‑based management style, including hands‑on workflow management through KPIs and SLAs.
Demonstrated expertise leveraging platforms such as ChurnZero, Gong, and emerging AI tools to improve visibility, efficiency, and performance.
Ability to develop foundational CS habits, including CRM discipline, success planning, customer outreach cadence, and playbook execution.
A record of building future leaders and managers from within your team through consistent coaching and mentorship.
A data‑driven mindset that relies on performance metrics as the north star for team accountability and success.
A customer‑first attitude and competitive spirit, relentlessly driving value and outcomes.
Excellent cross‑functional collaboration skills and executive presence; you can influence across Product, Sales, and senior leadership teams.
A pragmatic, hands‑on approach—comfortable operating in today’s details while building for scale tomorrow.
In Return, We Offer
Comprehensive benefits, including medical, dental, vision, paid family leave, and a 401(k) with company match.
Flexible PTO policy plus a dedicated Global Cin7 Day to recharge and focus on wellbeing.
A culture of connection and inclusion, celebrating diversity and supporting each other’s success.
Clear career pathways with learning resources and professional development opportunities.
A connected global team with frequent company‑sponsored events that bring us closer together, no matter where we work.
Base Salary
$120,000 – $150,000 per year, plus a 20% bonus and equity opportunities.
Why Cin7 Cin7 is a leader in inventory management and supply chain software, growing exponentially in a competitive digital market. We are committed to diversity, inclusion, and equal opportunity hiring. For more information about how your data is processed or for equal pay inquiries, please contact us.
Equal Opportunity Employer We value diversity at Cin7. We hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy, veteran status or any other protected status under applicable law.
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How You'll Make An Impact We’re looking for a
Director, Customer Success
to lead a high‑performing organization, establish structure and process, and upskill a global, early‑tenure team. This hands‑on leadership role blends strategic thinking with day‑to‑day execution, building strong relationships with customers, and partnering with Sales, Product, and Marketing to shape roadmap priorities.
What You'll Do
Lead, coach, and develop a high‑performing team of Customer Success Managers (CSMs), setting clear expectations and driving daily execution.
Provide hands‑on coaching through call shadowing, real‑time feedback, and active support in customer engagements.
Monitor and report key business metrics, team performance KPIs, and customer health signals at both team and executive levels.
Own key outcomes for the global Customer Success organization, including gross retention, net revenue retention (NRR), product adoption, and customer health scores.
Act as a trusted advisor to key customer executives, driving adoption, engagement, and long‑term value.
Partner closely with Sales and Account Management on renewals and expansion opportunities for a seamless customer experience.
Build and strengthen foundational practices such as success planning, value realization, and executive business reviews.
Collaborate cross‑functionally with Product, Sales, and Operations to elevate the customer voice and drive measurable improvements.
Jump in to solve problems as they arise, helping customers and CSMs navigate complex situations with clarity and empathy.
Drive operational rigor by refining playbooks, cadences, and metrics to increase consistency, visibility, and efficiency.
Hire, develop, and retain top CS talent while fostering a culture of accountability, ownership, and collaboration.
After establishing foundational excellence, lead the long‑tail customer program, managing a senior leader and driving scaled success for non‑named accounts in partnership with the VP of Success.
What You'll Bring
Significant experience leading Customer Success in high‑growth B2B SaaS, ideally serving SMB and mid‑market segments with enterprise‑level customers.
Proven success building structure, process, and culture in developing or evolving teams.
Strong operational acumen and a metrics‑based management style, including hands‑on workflow management through KPIs and SLAs.
Demonstrated expertise leveraging platforms such as ChurnZero, Gong, and emerging AI tools to improve visibility, efficiency, and performance.
Ability to develop foundational CS habits, including CRM discipline, success planning, customer outreach cadence, and playbook execution.
A record of building future leaders and managers from within your team through consistent coaching and mentorship.
A data‑driven mindset that relies on performance metrics as the north star for team accountability and success.
A customer‑first attitude and competitive spirit, relentlessly driving value and outcomes.
Excellent cross‑functional collaboration skills and executive presence; you can influence across Product, Sales, and senior leadership teams.
A pragmatic, hands‑on approach—comfortable operating in today’s details while building for scale tomorrow.
In Return, We Offer
Comprehensive benefits, including medical, dental, vision, paid family leave, and a 401(k) with company match.
Flexible PTO policy plus a dedicated Global Cin7 Day to recharge and focus on wellbeing.
A culture of connection and inclusion, celebrating diversity and supporting each other’s success.
Clear career pathways with learning resources and professional development opportunities.
A connected global team with frequent company‑sponsored events that bring us closer together, no matter where we work.
Base Salary
$120,000 – $150,000 per year, plus a 20% bonus and equity opportunities.
Why Cin7 Cin7 is a leader in inventory management and supply chain software, growing exponentially in a competitive digital market. We are committed to diversity, inclusion, and equal opportunity hiring. For more information about how your data is processed or for equal pay inquiries, please contact us.
Equal Opportunity Employer We value diversity at Cin7. We hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy, veteran status or any other protected status under applicable law.
#J-18808-Ljbffr