Your Mission As a Customer Success Manager at Linnworks, you’ll own the post-sale relationship with a portfolio of customers, helping them get maximum value from the Linnworks platform. You’ll build strong relationships with your customers, understand their business goals and challenges, and help them successfully adopt and use Linnworks to achieve measurable outcomes. You’ll serve as a trusted point of contact throughout the customer lifecycle - proactively monitoring account health, identifying risks and opportunities, and partnering with teams across Linnworks to deliver a great customer experience. This is a great opportunity for an experienced SaaS Customer Success professional who enjoys building customer relationships, solving problems, and helping customers get real business value from technology. This position is open to candidates in either the Eastern or Central US time zones
Drive Customer Success & Adoption
- Manage a portfolio of customers and own the ongoing post-sale relationship.
- Develop a strong understanding of each customer's business, goals, challenges, and use of the Linnworks platform.
- 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 understand and utilize Linnworks functionality to improve their operations.
- Monitor customer health, engagement, and platform usage to proactively identify risks or areas requiring additional support.
- Ensure customers achieve value early in their Linnworks journey and continue to expand their use of the platform over time.
- Track customer goals, actions, risks, and outcomes and maintain accurate customer records.
Retention & Growth
- Own the renewal process for your portfolio, proactively addressing churn risks and driving customer retention.
- Identify opportunities where additional Linnworks capabilities could help customers achieve their goals and surface appropriate expansion or cross-sell opportunities.
- Help customers demonstrate and understand the value and ROI they receive from Linnworks.
Be the Voice of the Customer
- Act as an advocate for your customers internally, ensuring their needs, challenges, and feedback are understood.
- Partner with Product to share meaningful customer feedback and insights.
- Collaborate with Support and Engineering to help resolve customer issues effectively.
- Work cross-functionally with Sales, Account Management, Implementation, Product, and Support to create a seamless customer experience.
- Communicate clearly with customers during challenges or escalations and help drive issues toward resolution.
What You'll Bring To The Role
- 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 the 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 so Customer Success teams can support a growing customer base effectively.
- Excellent written and verbal communication skills.
- Strong organization and time-management skills with the ability to manage multiple customer priorities simultaneously.
- Collaborative approach and experience working cross-functionally with Sales, Product, Support, and other customer-facing teams.
- A proactive, customer-focused mindset - you don’t wait for customers to tell you something is wrong.
Nice to Have
- Experience working within eCommerce, retail technology, logistics, ERP, order management, inventory management, or another complex SaaS environment.
- Experience supporting customers using business-critical or operational software.
- Familiarity with eCommerce platforms, marketplaces, or the broader eCommerce technology ecosystem.
- Experience identifying expansion opportunities within an existing customer base.
About You You genuinely enjoy helping customers succeed. You’re curious about how their businesses work and comfortable asking questions that get beyond surface-level issues. You can balance being a strong customer advocate with understanding the commercial realities of a SaaS business. You’re proactive, organized, and comfortable owning customer relationships without needing constant direction. Most importantly, you understand that great Customer Success isn’t just about keeping customers happy - it’s about helping them achieve enough value from the product that they want to stay, grow, and continue working with us.
Why us? We embrace diversity and inclusion and encourage our amazing team members to bring their authentic, fun selves to work every day. We offer a culture of innovation, mutual respect, support, and transparency. Our competitive, comprehensive benefits are designed to help you and your family stay healthy.
- 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