Director, Customer Success

Director, Customer Success

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 : We're looking for a Director, Customer Success to lead from the front rolling up your sleeves to support both our customers and our team every day. You'll be instrumental in maturing a developing Customer Success organization : establishing structure, process, and accountability while upskilling a global, early-tenure team and improving how we use our tools. This role requires strong operational instincts. You'll refine playbooks, dashboards, and customer workflows to create consistency and visibility, while spending significant time developing your team defining what great customer management looks like, reinforcing habits, and building future leaders through consistent coaching and feedback. This is a hands-on leadership role that demands both strategic thinking and day-to-day execution. You'll build strong relationships with customers, tackle challenges head-on, and ensure our largest and most strategic accounts thrive with Cin7. You'll serve as a key partner to Sales, Product, and Marketing leadership ensuring customer insights directly inform roadmap prioritization, go-to-market strategy, and revenue planning. You'll help shape the future-state operating model for Customer Success integrating data, automation, and AI-assisted workflows to scale personalization and predict risk before it happens. You'll work with customers spanning retail, manufacturing, and eCommerce, each with unique operational challenges giving you a front-row seat to innovation in global supply and demand management.

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 live call shadowing, real-time feedback, and active support in customer engagements.
• Monitor and report on our key business metrics, team performance KPIs, and customer health signals at a team and executive level.
• 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 for key customer executives, driving adoption, engagement, and long-term value.
• Partner closely with Sales and Account Management on renewals and expansion opportunities to ensure 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 voice of the customer and drive measurable improvements.
• Jump in to solve problems when they arise, helping customers and CSMs navigate complex situations with clarity and empathy.
• Drive operational rigor refining playbooks, cadences, and metrics to increase consistency, visibility, and team efficiency.
• Hire, develop, and retain top CS talent while fostering a culture of accountability, ownership, and collaboration.
• After successfully establishing foundational excellence, take on leadership of our long-tail customer program managing a senior leader and driving scaled success for our non-named accounts in partnership with the VP of Success.

What You'll Bring :

In Return, We Offer :

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.

In accordance with the Colorado Equal Pay for Equal Work Act, the approximate annual base compensation range is listed above. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, as well as internal equity among our team.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.