Customer Success Manager, US (Remote)

Linnworks

United States

Remote

USD 85,000 - 135,000

Full time

14 days+

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Benefits offered by this job

401(k) Plan with employer match

Generous medical, dental and vision

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

Paid time off (20 days)

Company holidays (10)

Sick days (14)

Volunteer days (2)

Team member referral program

Job summary

Linnworks is seeking an experienced Customer Success Manager to own the post-sale relationship with a portfolio of customers, ensuring maximum value from the Linnworks platform. You will build strong relationships, understand business goals, and drive adoption and retention in a dynamic SaaS environment.

You will conduct regular reviews, develop success plans, and collaborate across teams to deliver measurable outcomes.

Qualifications

3–5 years of Customer Success experience within a SaaS or technology company.
Experience independently managing a portfolio of customers post-sale.
Strong understanding of SaaS CS fundamentals: adoption, health, retention, renewals, value realization.
Proven ability to build relationships with multiple customer stakeholders.
Experience conducting customer reviews and value-focused conversations.
Ability to translate customer challenges into technology solutions.
Experience using AI tools and customer data to improve workflows.

Responsibilities

Manage a portfolio of customers and own the post-sale relationship.
Develop understanding of each customer's business goals, challenges, and Linnworks usage.
Conduct regular customer check-ins, business reviews, and health reviews.
Create customer success plans focused on adoption, outcomes, and value realization.
Help customers understand Linnworks functionality to improve operations.
Monitor customer health and platform usage to identify risks and opportunities.
Ensure early value realization and expand usage over time.
Track goals, actions, risks, and outcomes with accurate records.
Own renewals and drive retention; surface expansion opportunities.

Skills

Portfolio management

Relationship building

SaaS knowledge

Account reviews

Adoption strategies

Cross-functional collaboration

AI tools usage

Communication (written)

Time management

Proactive mindset

Job description

Your Mission

As aCustomer 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 withineCommerce, 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?