Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the post-sale relationship with a designated portfolio of clients.

• Foster strong relationships with customers while understanding their business objectives and challenges.

• Assist clients in adopting and utilizing the Linnworks platform to achieve quantifiable results.

• Act as a reliable point of contact throughout the customer journey.

• Oversee account health, pinpoint risks and opportunities, and collaborate with internal teams.

• Conduct regular customer check-ins, business reviews, and evaluations of account health.

• Develop customer success plans that prioritize adoption, business results, and value realization.

• Support customers in leveraging Linnworks functionality to enhance their operations.

• Track customer health, engagement levels, and platform usage.

• Monitor customer objectives, actions, risks, and results while maintaining precise records.

• Detect signals of churn or dissatisfaction and formulate action plans for renewals and retention.

• Recognize opportunities for expansion and cross-selling.

• Educate customers on the value and ROI they gain from using Linnworks.

• Represent customer interests internally and relay feedback to the Product team.

• Work alongside Support and Engineering to address customer concerns.

• Collaborate across departments including Sales, Account Management, Implementation, Product, and Support.

• Communicate with clients during challenging situations or escalations and guide issues to resolution.

⛳️ Requirements

• 3–5 years of experience in Customer Success within a SaaS or technology company.

• Proven track record of independently managing a customer portfolio throughout the post-sale lifecycle.

• In-depth knowledge of SaaS Customer Success principles, encompassing adoption, customer health, retention, renewals, and value realization.

• Demonstrated ability to establish strong relationships with various customer stakeholders.

• Experience in conducting customer reviews and engaging in value-centric discussions with clients.

• Ability to comprehend customer business challenges and correlate those challenges with technological solutions.

• Strong problem-solving capabilities and the ability to manage customer issues involving multiple internal teams.

• Familiarity with utilizing AI tools and customer data to analyze trends, identify risks and opportunities, and enhance workflows.

• Exceptional written and verbal communication skills.

• Strong organizational and time-management abilities with the capacity to handle multiple customer priorities concurrently.

• Collaborative mindset and experience working cross-functionally with Sales, Product, Support, and other customer-facing teams.

• Proactive and customer-centered approach.

• Experience in eCommerce, retail technology, logistics, ERP, order management, inventory management, or another complex SaaS environment is a plus.

• Background in supporting customers who utilize business-critical or operational software is advantageous.

• Familiarity with eCommerce platforms, marketplaces, or the broader eCommerce technology landscape is desirable.

• Experience in identifying expansion opportunities within an existing customer base is a plus.

🏝️ Benefits

• 401(k) plan with employer match.

• Comprehensive medical, dental, and vision insurance plans.

• Flexible spending, dependent care, and health savings accounts.

• Short-Term and Long-Term Disability coverage.

• Life Insurance and AD&D Insurance provided.

• Health and wellness initiatives.

• Flexible workplace arrangements.

• 20 days of paid time off.

• 10 company holidays.

• 14 sick days.

• 2 volunteer days.

• Team member referral program.

• Opportunities for training and development.

• Clearly defined paths for career advancement.

• Tools and training necessary to excel in their profession.