Commercial Customer Success Manager

LinearB•Boston, MA

About The Position

LinearB is a leading Developer Productivity Insight Platform (DPIP) that empowers engineering teams with actionable insights and workflow automation. Our solutions help improve developer productivity and experience, enable predictable project delivery, and drive profitable engineering. We are building a Commercial CS motion from the ground up, and this is the person who builds it. We're looking for our first Commercial CSM. You'll begin as a hands-on owner of a portfolio of commercial-tier accounts ($10K-$75K ARR), establishing the onboarding, retention, and engagement motions that will define the segment. As the motion scales, you will have the opportunity to hire and lead a small team of Commercial CSMs. The Commercial tier differs from our enterprise business. Accounts are higher in volume, lower in complexity, and require rapid time-to-value to ensure retention. The ideal candidate doesn't wait on technical assistance to start onboarding. They can run a standard LinearB setup themselves: connect GitHub and Jira, configure the basics to fit a customer's workflow, and hold their own in a conversation with an engineering team without needing an engineer in the room. A customer success engineer will be there to support genuinely complex work, but the day-to-day ownership belongs to you. Whether you come from Customer Success supporting engineering and DevOps teams or from a more technical background, you have the credibility to navigate technical conversations and earn the trust of engineering leaders.

Requirements

A technical background as a developer, DevOps engineer, platform engineer, or sales/solutions engineer, that lets you earn a developer's trust, run onboarding yourself, read a pull request workflow, and hold a credible conversation with an engineering lead about CI/CD and SDLC practices.
2–3 years in a customer-facing role such as Customer Success, Technical Account Management, Solutions Engineering, or similar.
Comfort operating at high volume with a structured, systems-minded approach; you reach for repeatable process and automation rather than ad hoc relationship management.
A genuine aspiration to grow into leadership. You want this to become a team-lead role and are excited to build it. Prior mentoring or coaching experience is a plus, not a prerequisite.
An understanding of what drives churn and retention.
Comfort with data and customer success tooling (Salesforce, Gainsight, or equivalent)
Exceptional written and verbal communication; able to drive value conversations with both technical practitioners and business stakeholders.

Nice To Haves

Prior mentoring or coaching experience is a plus, not a prerequisite.

Responsibilities

Own a portfolio of commercial-tier accounts, acting as the POC from onboarding through renewal.
Drive onboarding yourself: handle standard integration setup and guide customers through their first 90 days without a dedicated customer success engineer alongside you. Escalate to a CSE for genuinely complex technical issues.
Run a scaled, playbook-driven motion: automated QBR delivery, health-score-triggered outreach, and defined escalation paths. This is not ad hoc relationship management.
Conduct monthly executive pulse meetings and quarterly reviews with economic buyers in your book.
Identify at-risk accounts early using behavioral and health signals; execute defined re-engagement sprints.
Flag accounts approaching $75K ARR for Senior CSM migration at quarterly rebalancing.
Surface consolidated product feedback from the commercial tier to Product and Engineering.
Hire, onboard, and develop a small team of Commercial CSMs.
Create and refine the Commercial CSM playbook across the customer lifecycle.
Track team performance, retention trends, risks, and leading indicators.
Partner with Sales on commercial-tier renewals and expansion conversations.
Foster a culture of efficiency and technical curiosity: CSMs who are proud to know the product well.