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For Companies At a Glance
- Tasks: Manage client relationships and ensure their success with our software solutions.
- Company: Join a dynamic team at Linnworks, a leader in eCommerce solutions.
- Benefits: Enjoy remote work, flexible hours, and a £500 home office budget.
- Why this job: Be the key to transforming businesses and driving growth for high-value clients.
- Qualifications: 2+ years in Customer Success within SaaS, strong communication skills.
- Other info: Embrace a culture of trust, diversity, and personal development.
The predicted salary is between 50000 - 60000 £ per year.
Your Mission
As a Customer Success Manager, you are the strategic architect of the post-sale journey for our complex and high-value clients. You will serve as a trusted advisor, bridging the gap between technical functionality and business transformation. Your mission is to ensure that Linnworks isn’t just a tool, but a core engine of their growth. The Customer Success Manager will own the relationship end-to-end, driving retention, identifying expansion opportunities, and ensuring our VIP clients realise a measurable Return on Investment (ROI).
Applicants must live in the UK and be able to work for any UK employer without sponsorship.
Key Responsibilities
- Strategic Account Management
- Relationship Architecture: Establish multi-threaded relationships across the client's organization, from operations managers to the C-Suite.
- Success Mapping: Lead the "First Value Journey," ensuring clients hit their initial goals early (post on-boarding) and building a roadmap for long-term maturity.
- Executive Business Reviews (EBRs): Conduct high-impact strategic reviews to report on ROI, Product Roadmap, feature usage, and future growth alignment.
- Risk Mitigation: Proactively monitor account health and platform usage patterns to intervene before churn becomes a possibility.
- Product Advocacy: Act as a "Voice of the Customer" (VoC) lead, translating client pain points into structured feedback for the Product and Engineering teams.
- Commercial Synergy: Partner with Sales and Account Management to secure renewals and identify expansion pathways that increase Lifetime Value (LTV).
- Technical Liaison: Collaborate with Support and Engineering to fast-track resolution for high-priority issues impacting VIP accounts.
- Performance Reporting: Deliver bespoke, data-driven reports that highlight platform efficiency and business impact.
- Process Improvement: Contribute to the "Linnworks Playbook"—improving our internal processes for onboarding, health checks, and churn reporting.
Success Metrics (The "What Success Looks Like")
- Net Retention Rate (NRR): Ensuring clients stay and grow.
- Customer Health Score: Maintaining a high weighted score across usage, sentiment, and support engagement.
- Expansion Pipeline: Driving a consistent flow of qualified leads for the upsell team.
What You'll Bring To The Role
- 2+ years in a Customer Success role within a SaaS business, preferably in eCommerce or logistics.
- Proven ability to translate complex business objectives into actionable success plans.
- Exceptional communication skills with the ability to influence C-Suite stakeholders and lead Quarterly Business Reviews (QBRs).
- Expert at juggling multiple high-stakes workstreams without dropping the ball.
- A keen eye for identifying expansion opportunities (upsell/cross-sell) and managing the nuances of contract renewals.
- Ability to turn raw platform data into a narrative that demonstrates value and uncovers hidden risks.
Mindset & Knowledge
- The "Partner" Mentality: You don’t just solve 'asks'; you solve business problems. You advocate fiercely for the customer while balancing the business's commercial interests.
- eCommerce Domain Expertise: Deep understanding of the global eCommerce landscape, including multi-channel selling, logistics, and inventory management.
- Outcome-Obsessed: You are driven by customer "Success Milestones" rather than just "Activity Metrics".
Perks & Benefits
- Remote & flexible working – with hybrid options in London or Chichester.
- Fantastic team culture based on trust and belonging.
- Laptop & home office budget – £500 to set up your ideal workspace.
- Private Medical Insurance with Aviva, including Dental & Optical.
- Group Life Insurance & Yulife Wellbeing & Rewards.
- Mental well-being support – Access therapy, mental health sessions, and yoga through a free premium subscription to Headspace.
- EAP confidential benefit – 24/7 access to compassionate guidance & expert advice.
- 25 days holiday + bank holidays.
- Training, support, and personal development.
Linnworks is proud to be an Equal Opportunity Employer (EOE). We believe that diversity of experience, perspectives, and background leads to a better environment for our employees and better service for our customers.
Customer Success Manager in Chichester employer: Linnworks
Contact Detail:
Linnworks Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager in Chichester
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. This can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by researching the company’s recent projects and challenges. Show them you’re not just interested in the role, but also in how you can contribute to their success.
✨Tip Number 3
Practice your pitch! Be ready to explain how your past experiences align with their needs. Use specific examples that highlight your skills in customer success and relationship management.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit.
We think you need these skills to ace Customer Success Manager in Chichester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in SaaS and eCommerce, and show how you can bridge the gap between technical functionality and business transformation.
Showcase Your Communication Skills: Since you'll be influencing C-Suite stakeholders, it's crucial to demonstrate your exceptional communication skills. Use clear, concise language and provide examples of how you've successfully led strategic reviews or managed client relationships.
Highlight Your Problem-Solving Abilities: We want to see how you tackle business problems, not just tasks. Share specific instances where you've identified expansion opportunities or mitigated risks for clients, showcasing your 'Partner' mentality.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at Linnworks.
How to prepare for a job interview at Linnworks
✨Know Your Clients
Before the interview, research Linnworks and its client base. Understand their business model and how they leverage technology for growth. This will help you articulate how you can bridge the gap between technical functionality and business transformation.
✨Showcase Your Success Stories
Prepare specific examples from your previous roles where you've driven customer success. Highlight instances where you’ve improved retention rates or identified expansion opportunities. Use metrics to demonstrate your impact, as this aligns with the role's focus on measurable ROI.
✨Master the Art of Communication
As a Customer Success Manager, you'll need to influence C-Suite stakeholders. Practice articulating complex ideas in a simple way. Be ready to discuss how you’ve successfully led Executive Business Reviews (EBRs) and communicated value to clients in the past.
✨Emphasise Your Problem-Solving Skills
Demonstrate your 'Partner' mentality by discussing how you approach solving business problems rather than just completing tasks. Share examples of how you've proactively monitored account health and intervened before issues escalated, showcasing your ability to mitigate risks effectively.