Director of Customer Success - US at Cin7

| Greater Denver Area
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How you’ll make an impact:

 

As the Director of Customer Success, you’ll drive the maturation of Cin7's post-sale tools and processes with a hands-on approach. 

 

Cin7 is expanding very quickly and we have clear instructions from our investors to evolve the Customer Success  function. You will be working with a world class Executive team with a passion for growth. Cin7 has a time boxed opportunity to take advantage of a market segment that is growing exponentially. Do you have the grit and tenacity to build a billion dollar company?

 

Does this sound interesting?

 

If so, we're looking for a motivated and driven Customer Success leader who would love to have a career at a fast-growing global software company working on the following:

 

  • Set the overall vision and strategic plan for the Customer Success (formerly Account Management) organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.
  • Drive customer outcomes, product adoption and customer experience to:
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores.
    • Reduce churn and drive new business growth through greater advocacy and reference ability.
  • Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement.
  • Build and lead a world-class team to:
    • Recruit and develop a high performing team
    • Develop company-wide customer success processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
    • Foster collaboration within the Cin7 team and across customers
    • Drive operational practices to track performance of teams and individuals
  • Work closely with the COO, CMO, CFO to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e. opportunities and risks)
  • Drive account growth outcomes to:
    • Expand our revenue in accounts through up-sell opportunities.
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
    • Reduce churn and drive new business growth through account plans
  • Deliver transformational leadership so that the team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.
  • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
  • While based in the US, manage a team of US-based staff and New Zealand-based staff. 

 

Here’s what you’ll bring with you:

 

  • Extensive experience managing a Customer Success team at a global SaaS software company providing customers with a 24x7 business critical software system.
  • Full proficiency in the LEAN methodology and modern processes necessary to operate a Customer Success function in a global SaaS Software company.
  • Proven success in building out a Customer Success team with the skills needed to drive customer success. The right set of skills, grit, and attitude are the makeup of the best customer success teams in the world.
  • Superior problem solving and resolution skills to solve challenges during the customer lifecycle in order to instill trust and account growth from our customers.
  • The ability to create the framework and processes that will enable the Customer Success team to maximize the value creation opportunity for the customer.
  • An understanding that listening to your customers is the key to establishing strong relationships.
  • Experience dealing with negotiations, customer support requests, and customer issues while keeping a level head.
  • A solid background in leading a metrics-driven organization, where handling customer data is a huge part of the job -- keeping data secure, coaching customers through different workflows and filtering key insights back to the company at the right place.
  • The capability to become a solution expert on the Cin7 platform and to define training programs for the team.
  • A strong sense of empathy, including the ability to understand where customers are approaching problems from, how they are feeling about specific milestones, and what they are thinking about certain functionality. 
  • The grit and tenacity to never give up and to find every way to make our customers successful.

 

In return, we offer:

 

  • Competitive benefits, including mental, dental, and vision plans.
  • A flexible PTO policy, allowing you the time you need to recharge.
  • A diverse team, where everyone helps each other and inclusion is a core value.
  • A laid-back office environment (once we’re back to the office post-pandemic!) where collaboration is key.
  • Frequent company sponsored events so you can get to know your coworkers.

 

Location:

Please note that this role is based in Denver, CO. Though we have some flexibility on timing for relocation, we are not considering permanently remote candidates at this time.

 

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. 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • Microsoft SQL ServerDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM

Location

We're all working remotely in our own neighbourhoods at the moment and enjoying all the beauty we have around us in Denver!

An Insider's view of Cin7

What’s the vibe like in the office?

We have lots of inside jokes, serious hard work, and a truly accountable support system. It’s nice having a team that takes an active interest in your role. We have funny conversations and real planning time, even amidst the chaos of these times. I truly feel completely comfortable asking anyone on our team for help or advice at any time.

Dylan

Business Development Representative

What does your typical day look like?

My focus is on creating a great working environment for my team by providing a platform to learn, collaborate & grow- while we work with & deliver top service to our customers. I provide direction, recognition & constructive feedback so my team achieves their goals, both personally & professionally. Our Trust & Collaboration values underpin it all!

Cyran

Head of Professional Services

How has your career grown since starting at the company?

I've been with Cin7 for two years & have been able to wear multiple hats & work with great people.I began as an Implementation specialist & within 6 months was leading a team. I then moved to lead the EDI/3PL support team, before being offered my Product Analyst role. Cin7 is dynamic, hands-on & supportive & I always feel my contribution is valued.

Sonal

Product Analyst - Omnichannel

What is your vision for the company?

We want to empower modern product businesses to thrive in a fast-changing connected world. Our inventory management software tool is the most comprehensive, easy-to-use and swift-to-implement product available globally. And our dynamic,innovative world-class team lives our values daily, helping our customers scale and sell to anyone anywhere.

David

CEO

What projects are you most excited about?

Our current projects are ones you can't stop thinking about!There's loads to do & you couldn't get a better team rallying together.I'm currently working on how we onboard our channel partners.Working with Product,Customer success & our Senior leadership team has brought together fantastic ideas.We're on the cusp of a fantastic chapter in our story.

Michelle

Head of Partnerships US

What are Cin7 Perks + Benefits

Cin7 Benefits Overview

Cin7 understands that people's lives are rich and varied - each with different challenges, motivations and expression. We work to not only accommodate but to facilitate and celebrate those aspects of life. We are led by our values (Strive, Trust, Innovate, Collaborate) and they inform what we offer our people. We're always working towards the next initiative in this area.

Culture
Volunteer in local community
Cin7 participates in local volunteer activities such as Food bank of the Rockies. We also have volunteer days with our customers (2 per year)
Partners with Nonprofits
Cin7 regularly fundraises for charities. In 2020 this included, Breast Cancer, Mental Health, Chronic pain awareness, Anti bullying, Starship Children's hospital, Movember, and Chained dog rescue.
Friends outside of work
Eat lunch together
Intracompany committees
Cin7 has a variety of open committees and clubs. They decide on & manage social occasions, themed days, cultural events & charity fundraisers, sports and wellness activities, health & safety etc
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Cin7 is a highly diverse company & this is reflected everywhere: 8 nationalities in the Senior team alone; a significant % of women in leadership: and a huge range of ages and life-stages represented.
Unconscious bias training
We are working on an Unconscious Bias training programme which will be delivered in 2020
Diversity manifesto
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Disability insurance covers 200% of annual salary
Dental Benefits
We offer a variety of dental plans to employees at costs between $10-$100 / month
Vision Benefits
Cin7's Vision plan is effectively offered to all US employees for free. Glasses and lenses are covered in full.
Health Insurance Benefits
We offer a variety of plans that cover up to 100% after deductible, or PPOs with low co-pays
Life Insurance
Pet Insurance
Wellness Programs
Wellness resources offered through Trinet
Mental Health Benefits
Mental health resources offered through Trinet
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary caretaker.
Flexible Work Schedule
Cin7 offers flexible start and finish times each day. We also offer one day working from home each week for all employees.
Remote Work Program
Cin7 offers one day remote each week for all employees. Others are fully remote - this is role dependent. And of course while Covid continues to impact, we maintain remote status for all.
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Perks & Discounts
Casual Dress
Company Outings
Cin7 hosts a great Christmas party and typically has a number of other company outings each year - boat trips if you are in NZ.. There's weekly football, fun-runs, fitness challenges too
Free Daily Meals
Stocked Kitchen
Cin7 has great coffee and a weekly fresh fruit delivery
Happy Hours
Happy hours are held monthly on Fridays. Drinks, pizza, snacks & fun are all on the menu. In 2020 Covid has given us more opportunity & need for virtual social interaction too & happens weekly.
Professional Development Benefits
Job Training & Conferences
Cin7 offers professional and personal development opportunities utilising both in-house expertise and outside providers.
Lunch and learns
Cin7 hosts Lunch and Learns each week. We offer a variety of subjects, speakers and activities - from serious to fun, professional to recreational.
Cross functional training encouraged
Promote from within
Mentorship program

Additional Perks + Benefits

As Cin7 continues to grow, we're continuing to expand what we offer to our awesome team.

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