Customer Success Manager

WHO WE ARE

Seagull Software LLC is a global leader in real-time item-level visibility and label management solutions dedicated to powering the worlds 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. Learn more at .

Were 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. Youll 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 were 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 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

Youll 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 youll 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

Bachelors 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 bandfor this full-time role falls between $70100 - $107200 with a target starting base annual salary near$85000 - $90000 and eligibility for a quarterly commission specific salary offered to a candidate may beinfluenced by various factors including but not limited to the candidates 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.