SaaS Customer Success Manager - Growth & Retention

Linnworks; United States; Remote; USD 85,000 - 135,000; Full time

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

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.