Customer Success Manager, US (Remote)

Linnworks•Louisville, KY

1d•Remote

About The Position

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.

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 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 Haves

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.

Responsibilities

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.
Proactively identify potential churn or dissatisfaction signals and develop appropriate action plans renewals and 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.
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.