Customer Success Manager (All Levels)

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.

Every CSM on this team — at every level — independently exercises judgment across account strategy, product recommendations, and problem resolution. This isn't a scripted, escalate-everything role: you're expected to size up a situation, decide on a path, and act on it.

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 (multi-entity structure, grower accounting needs, EDI complexity, multi-state labor footprint) 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 (e.g., standard annual increase vs. multi-year structure), rather than reading numbers off a sheet.

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.

Ticket resolution makes up roughly 30–40% of the role's day-to-day work — but it isn't rote, scripted work. Each case requires independent problem-solving:

Root-cause diagnosis — independently determine whether an issue is a customer training gap, a customer process gap, or a genuine product defect, across Silo's order, inventory, invoicing, and EDI modules or Pet Tiger's labor and time & attendance workflows.

Workaround design — independently establish and implement interim workarounds for customers when a fix isn't immediately available, judging what's safe and appropriate for that customer's specific setup.

Escalation judgment — independently decide whether and when to escalate to Engineering, Product, or a Strategic Account Manager, rather than following a fixed escalation script.

Clear, patient communication that translates technical issues into plain language for non-technical users.

Process ownership — own a specific internal playbook or workflow (e.g., an EDI escalation process or a compliance-flagging process) with authority to revise it based on what's working, not just assist with someone else's.

Training content design — adapt onboarding and training materials to a customer's specific configuration, and document playbooks used to train newer team members.

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.

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.

We're hiring across the full CSM career ladder. Every level independently exercises discretion and judgment across account strategy, recommendations, and problem resolution — what scales with experience is the complexity of the accounts and decisions, not whether judgment is required at all.

4–7 yrs

Owns the most complex accounts and support cases; go-to resource for the team; mentors CSM II/III.

2–4 yrs

Independently manages a full book of business, including moderately complex configuration recommendations, renewal structuring, root-cause diagnosis, and escalation decisions; owns at least one internal process or training asset.

1–2 yrs

Independently manages an account portfolio and resolves standard support cases — including diagnosis, workarounds, and escalation judgment — with periodic manager check-ins rather than case-by-case guidance.

0–1 yrs

Entry-level — learns account management and support fundamentals with close guidance from senior team members.

Experience in customer success, account management, or customer support — years vary by level (see table above); SaaS experience preferred.

Comfort owning both relationship-building and hands-on troubleshooting — you don't see support work as beneath you or success work as "not your job."

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.

Compensation

Silo offers a competitive salary and commissions.

Compensation DOE (Range: $51,200 - $90,000 annually depending on level and experience)

We are committed to building a diverse team of people from a wide variety of backgrounds, and encourage anyone to apply.