[Hiring] Customer Success Manager @Silo

Role Description

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.

What You'll Own

• Account health monitoring — track usage and adoption metrics and independently flag and act on churn risk before it becomes a problem.
• Independent module and configuration recommendations — assess a customer's actual operation and recommend the right add-ons or configuration without a preset script.
• Renewal and pricing structuring — independently structure and negotiate renewal terms within Silo's pricing framework.
• Upsell identification and execution — independently identify expansion opportunities and make the recommendation directly to the customer.
• Business reviews — run QBRs and build lasting relationships with customer-side ops and finance stakeholders.
• Cross-functional partnership with Implementation, Product, and Engineering to close the loop on customer-impacting issues.

Customer Support — With Real Discretion

• Ticket resolution makes up roughly 30–40% of the role's day-to-day work — but it isn't rote, scripted work.
• Root-cause diagnosis — independently determine whether an issue is a customer training gap, a customer process gap, or a genuine product defect.
• Workaround design — independently establish and implement interim workarounds for customers when a fix isn't immediately available.
• Escalation judgment — independently decide whether and when to escalate to Engineering, Product, or a Strategic Account Manager.
• Clear, patient communication that translates technical issues into plain language for non-technical users.

Process & Training

• Process ownership — own a specific internal playbook or workflow with authority to revise it based on what's working.
• Training content design — adapt onboarding and training materials to a customer's specific configuration, and document playbooks used to train newer team members.

Domain Knowledge

• Silo Platform: produce and food supply chain fundamentals — lot codes, bills of lading, PO matching, and core EDI concepts (850/810/856).
• Pet Tiger: agricultural labor management fundamentals — time & attendance, payroll interfaces, and the compliance context (FLSA, WPS, state ag-labor rules) our customers operate under.

Levels We're Hiring

• Senior CSM: 4–7 yrs - Owns the most complex accounts and support cases; go-to resource for the team; mentors CSM II/III.
• CSM III: 2–4 yrs - Independently manages a full book of business, including moderately complex configuration recommendations, renewal structuring, root-cause diagnosis, and escalation decisions.
• CSM II: 1–2 yrs - Independently manages an account portfolio and resolves standard support cases with periodic manager check-ins.
• CSM I: 0–1 yrs - Entry-level — learns account management and support fundamentals with close guidance from senior team members.

What We're Looking For

• 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.

Benefits

• Competitive salary and commissions.
• Comprehensive company-sponsored health insurance.
• Wellness and meal stipends.
• Flexible time away and paid parental leave.
• Great company culture and team.
• Compensation DOE (Range: $51,200 - $90,000 annually depending on level and experience).