Customer Success Manager

Cin7; Toronto; On-site; CAD 80,000 - 85,000; Full time

Job summary

A leading global software company in Toronto is seeking a Customer Success Manager to enhance customer retention and product adoption. The successful candidate will manage a portfolio of 450 key accounts, build consultative relationships, and drive strategic initiatives to ensure customer satisfaction. The ideal candidate has over 5 years of experience in a customer-facing role and strong communication skills, along with familiarity in using tools like Salesforce. This position offers a competitive salary and various perks including generous PTO.

Benefits

Generous PTO policy

Global Wellness Day

Frequent company-sponsored events

Qualifications

• 5+ years in a customer-facing role, ideally within high-velocity SaaS.
• Proven skills in client retention and results-oriented development.
• Strong communication skills for diverse audiences.

Responsibilities

• Build strong relationships focusing on customer adoption.
• Manage a book of 450 key accounts for retention.
• Conduct QBRs and value proposition pitches.

Skills

Client retention

Strategic account management

Strong communication skills

Data analysis

Cross-functional collaboration

Education

Bachelor’s degree or equivalent practical experience

Tools

Salesforce

ChurnZero

Gong

Job description

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 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 our tech tools to run tech‑touch, human‑touch playbooks
• 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

Nice to have if you bring:

• Experience working with customers in retail, wholesale, e‑commerce, 3PL / logistics, or inventory‑based businesses
• Familiarity with inventory management, supply chain workflows, or product‑based operations
• Understanding of API integrations, order workflows, or SaaS ecosystems used by modern product‑based businesses

In return, we offer:

• A generous PTO policy, allowing you the time you need to recharge.
• A Global Wellness Day celebrated companywide, providing you a dedicated holiday to focus on your own wellbeing.
• A diverse team, where everyone helps each other and inclusion is a core value.
• Frequent company‑sponsored events so you can get to know your coworkers.

$80,000 - $85,000 a year

Base salary + 20% variable

Why Cin7?

Cin7 is a leader in one of the most exciting software verticals right now, and we're growing exponentially. We're looking to add people to our team who are passionate about working with a fast growth tech company.

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.