Customer Success Manager
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Job Description
Customer Success Manager guiding eCommerce businesses through adoption, retention, and growth on Linnworks’ automation platform. Managing customer relationships, health, value realization, and cross-functional issue resolution.
Responsibilities:
- Own the post-sale relationship with a portfolio of customers
- Build strong customer relationships and understand business goals and challenges
- Help customers adopt and use the Linnworks platform to achieve measurable outcomes
- Serve as a trusted point of contact throughout the customer lifecycle
- Monitor account health, identify risks and opportunities, and partner with internal teams
- Conduct regular customer check-ins, business reviews, and account health reviews
- Build customer success plans focused on adoption, business outcomes, and value realization
- Help customers use Linnworks functionality to improve operations
- Monitor customer health, engagement, and platform usage
- Track customer goals, actions, risks, and outcomes and maintain accurate records
- Identify churn or dissatisfaction signals and develop action plans for renewals and retention
- Identify expansion and cross-sell opportunities
- Help customers understand the value and ROI received from Linnworks
- Advocate for customers internally and share feedback with Product
- Collaborate with Support and Engineering to resolve customer issues
- Work cross-functionally with Sales, Account Management, Implementation, Product, and Support
- Communicate with customers during challenges or escalations and drive issues toward resolution
Requirements:
- 3–5 years of Customer Success experience within a SaaS or technology company
- Experience independently managing a portfolio of customers throughout the post-sale lifecycle
- Strong understanding of SaaS Customer Success fundamentals, including adoption, customer health, retention, renewals, and value realization
- Proven ability to build strong relationships with multiple customer stakeholders
- Experience conducting customer reviews and having value-focused conversations with customers
- Ability to understand customer business challenges and connect those challenges to technology solutions
- Strong problem-solving skills and ability to navigate customer issues involving multiple internal teams
- Experience using AI tools and customer data to analyze trends, identify risks and opportunities, and improve workflows
- Excellent written and verbal communication skills
- Strong organization and time-management skills with ability to manage multiple customer priorities simultaneously
- Collaborative approach and experience working cross-functionally with Sales, Product, Support, and other customer-facing teams
- Proactive, customer-focused mindset
- Experience working within eCommerce, retail technology, logistics, ERP, order management, inventory management, or another complex SaaS environment (nice to have)
- Experience supporting customers using business-critical or operational software (nice to have)
- Familiarity with eCommerce platforms, marketplaces, or the broader eCommerce technology ecosystem (nice to have)
- Experience identifying expansion opportunities within an existing customer base (nice to have)
Benefits:
- 401(k) Plan with employer match
- Generous medical, dental and vision plans
- Flexible spending, dependent care, and health savings accounts
- Short-Term and Long Term Disability
- Life Insurance and AD&D Insurance
- Health and Wellness Initiatives
- Workplace Flexibility
- 20 days Paid time off
- 10 Company Holidays
- 14 Sick Days
- 2 Volunteer Days
- Team Member Referral Program
- Training and development opportunities
- Clear paths for career progression
- Tools and training required to become experts in their profession
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