Customer Success Manager (All Levels)

About Silo

Help us rebuild the oldest system in the world — the agricultural supply chain

Silo builds the software that fresh produce runs on. Our ERP handles the business end: sales orders, lot-level traceability, landed cost, invoicing, payments, and working capital. With our acquisition of Pet Tiger, we now cover the field end too — crew and labor management, piece-rate tracking, and harvest data capture. Field to Financial. No other platform covers both.

The timing is not an accident. Most produce businesses still run on QuickBooks, spreadsheets, or software written twenty years ago. We are building what replaces it, and we are building it for growers, packers, shippers, wholesalers, distributors, and importers alike.

We are engineers, designers, and produce people working across two products, several time zones, and one of the least digitized industries left. The work is real, the customers are real, and what you ship this quarter shows up in a packhouse next quarter.
We are looking for people who want ownership, not a lane. If you would rather solve a problem nobody has solved than maintain one somebody already did, this is the place.

About the Role

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

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.

Customer Success & Growth

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.

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. 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 est