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- Tasks: Manage client relationships and ensure their success with our eCommerce automation platform.
- Company: Join a leading eCommerce automation company focused on client growth and innovation.
- Benefits: Remote work, private medical insurance, mental well-being support, and a £500 home office budget.
- Why this job: Be the trusted advisor for high-value clients and drive their business transformation.
- Qualifications: 2+ years in Customer Success within SaaS, excellent communication, and eCommerce knowledge.
- Other info: Dynamic team culture with a focus on personal development and career progression.
The predicted salary is between 36000 - 60000 £ per year.
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.
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.
Qualifications
- 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."
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. 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. Training, support, and personal development.
Who we are
As the global leader in the eCommerce automation sector, Linnworks has one mission: Giving our clients back their time to grow and lead their brands. Companies wanting to sell their products via marketplaces like Amazon, eBay, Facebook, etc need a platform to automate and monitor retail, inventory and shipping processes and performance. We have teams across North America and Europe, and we are backed by Marlin Equity Partners, a leading growth equity firm headquartered out of California. Linnworks not only has the market-leading product for e-commerce automation but also attracts the best people in the industry. Highly skilled, passionate, and collaborative with a winning and customer-centric attitude - we pride ourselves on our people.
Life at Linnworks
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. We value the training and development of our employees deeply. We are committed to continuous investment in their personal growth, providing clear paths for career progression, and equipping them with the tools and training required to become experts in their profession.
Customer Success Manager employer: Linnworks
Contact Detail:
Linnworks Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews! Research the company, understand their products, and think about how your experience aligns with their needs. Practise common interview questions and be ready to showcase your problem-solving skills.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’re the perfect fit!
✨Tip Number 4
Don’t forget to apply through our website! We love seeing applications directly from candidates who are genuinely interested in joining our team. It gives us a better sense of your commitment and enthusiasm for the role.
We think you need these skills to ace Customer Success Manager
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 in your application and provide examples of how you've successfully led strategic reviews or managed client relationships.
Highlight Your Problem-Solving Mindset: We love candidates who have a 'Partner' mentality. In your application, share specific instances where you've solved complex business problems for clients, showcasing your ability to advocate for their needs while balancing commercial interests.
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 the company’s key clients and their industries. Understanding their business challenges and how Linnworks can help will show that you’re not just familiar with the product but also with the client’s needs.
✨Master the Metrics
Be prepared to discuss metrics like Net Retention Rate and Customer Health Score. Have examples ready from your past experience where you successfully improved these metrics, demonstrating your ability to drive customer success.
✨Showcase Your Communication Skills
Since this role involves influencing C-Suite stakeholders, practice articulating complex ideas clearly and concisely. Use examples from your previous roles where you effectively communicated value to senior management.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think of situations where you had to mitigate risks or identify upsell opportunities, and be ready to explain your thought process and outcomes.
