Customer Success Manager (All Levels)

Silo•Levels, WV

10d•$51,200 - $90,000

About The Position

Silo builds the technology that runs the produce and food supply chain — from the Silo Platform, our ERP for wholesalers, distributors, shippers, and importers, to Pet Tiger, our agricultural labor management platform. We're hiring Customer Success Managers across experience levels — from entry-level CSM I through Senior CSM — to own the full relationship with our customers on both product lines: driving adoption and renewal, and serving as their first point of contact when something isn't working. This is a blended role by design. Unlike a traditional CSM seat that hands support tickets off to a separate team, our CSMs own both sides of the customer relationship — proactive account management and reactive, front-line support — for the customers in their book of business. You'll be the person a customer calls whether they want to talk about renewing their contract or their invoice totals don't match their purchase orders. That end-to-end ownership is what makes the relationship stick.

Requirements

Experience in customer success, account management, or customer support (years vary by level).
SaaS experience preferred.
Comfort owning both relationship-building and hands-on troubleshooting.
Strong, patient communication skills.
Ability to de-escalate and explain technical issues clearly to non-technical users.
Comfort working directly with customers in the produce/food distribution or agricultural labor space.
Supply chain or AgTech domain experience is a plus at every level, and expected at Senior and above.

Nice To Haves

Experience in customer success, account management, or customer support (years vary by level).
SaaS experience preferred.
Comfort owning both relationship-building and hands-on troubleshooting.
Strong, patient communication skills.
Ability to de-escalate and explain technical issues clearly to non-technical users.
Comfort working directly with customers in the produce/food distribution or agricultural labor space.
Supply chain or AgTech domain experience is a plus at every level, and expected at Senior and above.

Responsibilities

Own the full relationship with customers, driving adoption and renewal, and serving as their first point of contact.
Independently exercise judgment across account strategy, product recommendations, and problem resolution.
Monitor account health, track usage and adoption metrics, and act on churn risk.
Assess customer operations and recommend appropriate add-ons or configurations.
Structure and negotiate renewal terms and pricing.
Identify and execute upsell opportunities.
Run QBRs and build relationships with customer stakeholders.
Partner with Implementation, Product, and Engineering to resolve customer-impacting issues.
Independently diagnose root causes of issues, determining if they stem from training gaps, process gaps, or product defects.
Establish and implement interim workarounds for customers when fixes are not immediately available.
Decide when and whether to escalate issues to Engineering, Product, or a Strategic Account Manager.
Communicate technical issues clearly to non-technical users.
Own specific internal playbooks or workflows and revise them as needed.
Adapt onboarding and training materials to customer configurations.
Document playbooks for training new team members.
Understand Silo Platform fundamentals (lot codes, bills of lading, PO matching, EDI concepts) or Pet Tiger fundamentals (time & attendance, payroll interfaces, compliance context).