Customer Success Manager

Cin7; Auckland; On-site; NZD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work environment

Remote work 30 days/6 months

Birthday paid day off

Global Wellness Day

Fully paid health insurance

Social Fridays – drinks and food

Gym discounts

Referral bonus

Relaxed dress code

Modern office in Grafton

Job summary

Cin7 is seeking a Customer Success Manager in Auckland to partner with our customers, guiding them through onboarding to expansion. You will prioritize retention, adoption, and measurable outcomes while collaborating with Sales, Onboarding, Product, and Support to deliver world-class service.

You will manage a 450-account book, drive value through proactive business reviews, and leverage AI tools for scalable playbooks. This role emphasizes customer outcomes and growth.

Qualifications

• 5+ years in a customer-facing SaaS role (CSM, AM, or similar).
• Experience with supply chain, manufacturing, commerce, or retail customers.
• Proven ability to retain and grow a diverse customer portfolio.
• Strong cross-functional collaboration and communication skills.
• Data-driven with ability to analyze usage, KPIs and impact.
• Experience leveraging AI tools to improve visibility and efficiency.

Responsibilities

• Build consultative relationships with customers focused on value, adoption, and retention.
• Manage a high-volume SaaS book of business for strategic accounts.
• Conduct daily customer interactions via calls and digital tools.
• Lead QBRs, renewal reviews, and success planning.
• Identify risks and craft mitigation strategies to protect retention.
• Advocate for customer needs with Sales, Onboarding, Product and Support teams.
• Contribute to evolving Customer Success playbooks and processes.

Skills

SaaS customer success

Account management

Cross-functional collaboration

Data analysis

Salesforce

ChurnZero

Gong

Communication

Empathy

Problem solving

Education

Bachelor’s degree or equivalent

Tools

Salesforce

ChurnZero

Gong

Job description

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.

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 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, 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.