Customer Success Manager

Customer Success Manager

Seagull Software, LLC, is a global leader in real-time, item-level visibility and label management solutions, dedicated to powering the world's most complex supply chains with innovative tools for traceability, authentication, and automated inventory management. Our BarTender™ platform enables businesses across all industries to design, manage, print, and automate the production of labels, barcodes, and RFID tags, ensuring seamless tracking and compliance for over 100 billion unique identifiers each year. Leveraging the Mojix™ high-security, scalable SaaS traceability platform, Seagull delivers end-to-end intelligence, harmonizing data to drive operational efficiency, enhance customer experiences, and reduce risk. We're a growing, profitable, mid-size business with over a 40-year history of leading in our field. Headquartered in Redmond, Washington, with offices across the United States, Europe, and Asia, Seagull empowers businesses worldwide to keep their products moving, traceable, and safe. You'll work with global, talented, and diverse teams, passionate about what they do and its impact on everyone, everywhere. Join us and help shape the way the world works. Within the Customer Success Team, we're a customer-obsessed, global team helping enterprise organizations unlock measurable value from Seagull solutions. We work as an extension of our customers' teams -- driving adoption, impact, and long-term success. Internally, we serve as the Voice of the Customer, providing insights back into Product, Engineering, and Go-To-Market teams to continuously improve outcomes.

Location

This role has a flexible work arrangement, and can either be performed hybrid from our HQ office in Redmond, Washington, or remotely in the United States.

What You Will Own

You'll manage a portfolio that includes enterprise customers with complex operational environments and diverse use cases. Your focus will include driving adoption, retention, and expansion while ensuring customers realize tangible business value from our BarTender Labeling and Track & Trace solutions.

What You Will Do

This is a strategic Customer Success Manager role where you'll act as a trusted advisor, escalation point, and cross-functional orchestrator. You will:

• Own post-sale relationships across a portfolio of customers, including enterprise accounts.
• Drive product adoption, customer health, retention, and expansion.
• Build trusted relationships with key internal and external stakeholders and executive sponsors.
• Lead structured success planning across your book of business.
• Partner with Sales on renewals and expansion opportunities.
• Act as escalation point for critical issues and drive resolution cross-functionally.
• Collaborate with Product, Engineering, Technical Support, and Professional Services to align on customer needs and roadmap feedback.
• Identify risks early and execute mitigation plans to prevent churn.
• Translate customer insights into actionable product and business feedback.
• Ensure customers achieve measurable value from Seagull solutions.

What You Bring

• 5-7+ years' experience in Customer Success, Account Management, TAM, or similar roles in the software/technology industry. SaaS industry experience is a plus.
• Proven success managing enterprise customers in complex environments.
• Strong track record of driving retention and expansion outcomes.
• Experience in supply chain, logistics, or inventory-driven industries (strong plus).
• Ability to navigate senior stakeholder relationships, including executive-level engagement.
• Strong analytical skills; comfortable using data to drive decisions.
• Experience with tools like Salesforce and BI platforms (e.g., Power BI).
• Strong communicator, clear, structured, and confident across written and verbal formats.
• Highly organized with strong execution and follow-through.

Education

Bachelor's Degree in Business, Communications, or a related field, or equivalent experience.

What Success Looks Like

• High customer retention and expansion rates
• Strong product adoption across your portfolio
• Clear, proactive management of customer health and risk
• Trusted relationships across key accounts
• Actionable feedback loops into Product and GTM teams

Compensation & Benefits

• The annual base salary band for this full-time role falls between $70,100 - $107,200, with a target starting base annual salary near $85,000 - $90,000 and eligibility for a quarterly commission plan. The specific salary offered to a candidate may be influenced by various factors, including but not limited to the candidate's relevant experience, education, or location.
• Excellent medical, dental, and vision plan.
• 401K with 100% employer matching up to 3.0% with immediate vesting period.
• Accrual of 21 days of PTO (combined vacation and sick days) per year with additional accrual increases for years of service.
• 10 paid company holidays per calendar year.
• Company-paid life insurance, short-term and long-term disability benefits.
• Tuition-reimbursement benefits.

Terms Of Employment

Upon hire, you must be able to provide documentation that proves authorization to work in the US without visa sponsorship.

Our Culture

We offer a dynamic, culturally diverse, and fun environment where people with energy, creativity, and passion work together to deliver amazing product experiences for our customers. Join a team where your background is valued and respected, and your unique insights and ideas contribute to building a culture of diversity, equity, and inclusion.

Equal Employment Opportunity

Seagull Software, LLC, is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of recruiting and employment.