Enterprise Customer Success Manager

LinearB•Boston, MA

5d•Hybrid

About The Position

LinearB is seeking an Enterprise Customer Success Manager to partner with customers, transforming data and insights into measurable business impact. This role involves helping clients leverage LinearB’s AI Productivity Platform to enhance engineering team performance, establish clear success metrics, and achieve significant outcomes. The Customer Success Manager will act as a trusted advisor, fostering strong, long-term relationships, developing success plans, and guiding teams to maximize platform value. Collaboration with product, sales, and leadership is key to ensuring customer goals are met, results are tracked, and insights drive continuous improvement. Success in this role is defined by the ability to help customers achieve their goals, thereby strengthening retention, growth, and advocacy within the assigned customer portfolio.

Requirements

4+ years in a customer-facing, technical role for a B2B SaaS product, ideally with experience managing relationships with technical buyers.
Strong technical understanding of the Dev-Ops space, able to engage with customers on a technical level and translate complex concepts into actionable advice.
Proven track record of building and managing customer relationships, including working with senior level executives to ensure client success and satisfaction.
Excellent written and verbal communication skills, with the ability to clearly convey complex technical concepts to both technical and non-technical stakeholders.
Strong ability to balance customer needs with business objectives, using data to make informed decisions that drive customer satisfaction and success.
Comfortable working in a fast-paced, rapidly-scaling startup environment, with the ability to wear multiple hats and adapt to evolving needs.
Ability to work seamlessly with Sales, Product, Technology, and Marketing teams to align on customer needs and deliver comprehensive solutions.
BS/MS or equivalent experience in a technical or business-related field.

Responsibilities

Lead the end-to-end customer experience, from onboarding and implementation to driving high initial adoption.
Act as a dedicated partner, continuously aligning LinearB’s capabilities with the customer’s evolving business goals to ensure ongoing value realization, product stickiness, and long-term success.
Serve as a trusted advisor to senior engineering leadership (VP/Director level).
Facilitate strategic business reviews and provide actionable, data-driven best practices to stakeholders across all levels of the engineering organization to drive operational transformation.
Manage a portfolio of clients with multiple simultaneous rollouts, ensuring each customer receives the attention and support needed to maximize product value.
Schedule and conduct regular check-ins with customers to maintain a strong understanding of their needs, ensuring satisfaction and proactively addressing any issues.
Work closely with the Customer Solutions Architect and Support team to quickly triage and resolve customer support issues, escalating blockers when necessary to prevent customer churn.
Gather customer feedback and product requirements to collaborate with Product and Engineering, helping shape the product development roadmap.
Advise customers on industry best practices, ensuring their technical setup and ongoing use of the product is optimized for success.
Partner with Marketing to create customer case studies, testimonials, and other advocacy content to highlight product value and strengthen customer relationships.
Use customer data and metrics to guide proactive customer success initiatives, identifying opportunities for expansion and ensuring customers derive continuous value from the product.