Customer Success Manager

Summary

Linnworks is a global eCommerce automation company that provides a platform for automating and monitoring retail, inventory, and shipping processes. The Customer Success Manager will own post-sale customer relationships, drive adoption and value realization, monitor account health, support retention and growth, and advocate for customers across internal teams.

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

Skills

• 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
• 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
• 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

Qualifications

Must Haves

• 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
• 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

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

Benefits

• 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
• Training and development
• Continuous investment in personal growth
• Clear paths for career progression
• Tools and training required to become experts in their profession