SaaS Customer Success Manager: Adoption & Growth

Linnworks-; Louisville (KY); Remote; USD 70,000 - 100,000; Full time

Job summary

Linnworks is seeking a Customer Success Manager to own the post-sale relationship for a portfolio of customers, helping them maximize value from the Linnworks platform. You will build strong relationships, understand business goals, and guide adoption to measurable outcomes.

You will monitor account health, lead regular check-ins and business reviews, develop success plans focused on adoption, value, and ROI, and work with Product, Support, and Sales to ensure a seamless customer experience.

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.
• 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.
• 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.

Job description

Linnworks is seeking a Customer Success Manager to own the post-sale relationship for a portfolio of customers, helping them maximize value from the Linnworks platform. You will build strong relationships, understand business goals, and guide adoption to measurable outcomes.

You will monitor account health, lead regular check-ins and business reviews, develop success plans focused on adoption, value, and ROI, and work with Product, Support, and Sales to ensure a seamless customer experience.