Easy Apply
Easy Apply
The Customer Success Specialist ensures positive customer experiences by conducting check-ins, monitoring customer health, and providing solutions to enhance product usage and retention.
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:
We are looking for a proactive and customer-oriented individual to join our team as a Customer Success Specialist, giving you an opportunity to be part of a global team supporting over 4,000 small and medium product sellers. As a Customer Success Specialist, you will proactively identify opportunities to engage with a wider range of customers to mitigate risk, accelerate product usage, drive customer lifetime value and enable sellers to experience the full value of Cin7 products. You will be responsible for ensuring our customers have a positive experience throughout their journey with us, driving adoption and lifetime value, ultimately helping lead our customer expansion growth.
By leveraging our host of technology tooling- ChurnZero, Zendesk, Salesforce, and other Cin7 systems - customer success specialists will provide proactive touch engagement to all customers at scale, utilizing a digital first mentality. You will be responsible for being the voice of the customer internally by driving continuous feedback into our Support, Product, Engineering, Implementation, Sales and Marketing teams on ways to remove barriers, find solutions, and provide a delightful experience to our customers.
A day in the life:
- Conduct regular cadenced check-ins with customers to assess their overall sentiment with Cin7, addressing any concerns and ensuring they are utilizing Cin7 products and services effectively.
- Monitor customer health and leverage customer insights to identify potential risk indicators and take proactive steps to prevent churn among our scaled segment of customers.
- Collaborate closely with internal teams, including operations, sales, support, and product to improve the overall customer experience and develop best practices.
- Develop a deep understanding of customer needs and pain points to proactively identify opportunities for improvement and provide personalized solutions.
- Resolve customer inquiries by aligning customers with the right resources and proactively suggesting solutions to common customer challenges.
- Maintain accurate and up-to-date customer records and interactions in our technology systems like Zendesk, Salesforce and ChurnZero.
- Identify potential churn risks and implement strategies and process improvements to mitigate them; including providing additional training, offering incentives, or proposing alternative solutions.
- Execute digital playbooks within ChurnZero to support health checks, renewals, billing reviews and engagement campaigns.
- Help leadership design and implement proactive outreach to update customers on enhancements or changes to our products to ensure full platform value awareness.
What you'll bring:
- 2+ years of experience in a customer success or account management role, ideally within a SaaS environment and with a proven track record of hitting or exceeding retention targets.
- Strong familiarity with CRM, ticketing, or success tools such as Zendesk, Salesforce, ChurnZero, Gainsight, or similar.
- Excellent organizational and time management skills — ability to handle high-volume workloads and multiple priorities.
- High attention to detail, accuracy, and follow-through.
- Strong written communication skills for clear, professional customer correspondence.
- Analytical mindset with comfort using dashboards, spreadsheets, or reporting tools.
- Positive, proactive, and dependable — you take ownership of your work and thrive on supporting others to succeed.
- Curiosity and adaptability — open to using AI and automation tools as part of Cin7’s evolving digital success model.
- Bachelor’s degree or equivalent professional experience.
- Friendly and empathetic personality, with the ability to handle clients with patience and care.
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
Top Skills
Churnzero
Salesforce
Zendesk
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