Customer Success Manager

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 growth. The Customer Success Manager will own the relationship end-to-end, driving retention, identifying expansion opportunities, and ensuring our VIP clients realize a measurable Return on Investment (ROI).

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 initial goals early (post onboarding) 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 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 internal processes for onboarding, health checks, and churn reporting.

Success Metrics

• 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.

Experience & 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.

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.

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.