Senior Strategic Client Partner
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Job Description
Senior Strategic Client Partner serving as a single contact for clients optimizing Linnworks' functionalities. Mentors junior team members while driving client engagement and success.
Responsibilities:
- Ensuring customers are successful
- Establishing and maintaining solid business relationships within the client's organisation
- Acting as the single point of contact for Linnworks’ larger and VIP clients
- Conducting regular health checks to create account plans to deliver customer growth and value
- Providing contextual advice on the best solution usage and execution
- Proactively monitoring the platform to mitigate risks and increase performance and ROI
- Delivering insightful, accurate, and detailed reports for the client
- Monitoring, tracking, and evaluating performance
- Supporting and delivering Linnworks Masterclass Follow-ups
- Connecting with clients early in their Linnworks journey to ensure the First Value Journey is achieved
- Partner closely with external agency partners that onboard and service new clients
- Acting as a strategic liaison to ensure successful delivery and long-term value
- Maintain strong, trusted relationships with both agencies and end clients
- Provide strategic guidance, enablement, and best-practice support to agency partners to drive consistent, high-quality client outcomes
- Monitor client health, adoption, and value realization across agency-led accounts, identifying risks and opportunities early
- Collaborate cross-functionally with Sales and Product to align agency-delivered experiences with customer expectations and company standards
- Serve as an escalation and problem-solving partner when agency-managed engagements require additional support or intervention
- Customer advocacy - acting as the link between the customer and the product.
- Providing feedback to the Product Team regarding customer experience
- Providing advice and assistance to the Sales teams during contract renewal/upsell to help maximise the Lifetime Value (LTV) of clients
- Working with the Support team to understand and analyze client-facing issues, allowing them to be efficiently resolved
- Providing the Engineering team with clear examples when investigating new functional requirements
- Working with other teams to troubleshoot issues, allowing them to be efficiently resolved
- Continuously developing your own personal and professional skills
- Participating in the Culture Amp review cycles to receive and provide helpful feedback
Requirements:
- 4+ years of experience in a CSM or similar role at a technology or SAAS company handling large, high-value customers
- 3+ years of experience in e-commerce, logistics, ERP, or similar preferred
- Proven track record in developing relationships at senior levels with customers that drive measurable results
- Experience managing agency, partner, or multi-client account models, including indirect customer relationships, is highly desirable
Benefits:
- Generous Medical, Dental, and Vision Insurance
- 20 days of annual PTO
- 14 Sick Days
- 10 Holidays
- additional days for tenured service
- Short-term and Long Term Disability benefits
- Traditional and ROTH 401K options with company contribution
- Home Office Stipend
- Learning & Development platform
- Referral Bonus
- Paid Volunteer Days
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