Customer Success Manager

LinearB is a leading software engineering intelligence platform that empowers engineering teams with actionable insights and workflow automation. Our solutions help improve developer productivity and experience, enable predictable project delivery, and drive profitable engineering. Join us to be part of an innovative company driving efficiency and excellence in software development.

We are looking for a Customer Success Manager with proven experience to guide our customers in rolling out their SEI initiatives and achieving measurable business value.
The ideal candidate should be able to drive complex metrics and results-oriented programs and collaborate with our customers on specifying and measuring the value of our platform on their business to retain and grow long-lasting partnerships with them.

As a Customer Success Manager at Linear B, your role will include guiding our customers to adopt and the insights gained from our SEI platform. You will recommend tactics, align on mutual success plans and value targets, and guide them to improve their business operations. The ideal candidate will be an advocate for their portfolio and support renewal management functions in forecasting and achieving long-standing and growing relationships with our customers.

Responsibilities 

• Manage a portfolio of approximately $2-3 million in revenue
• Maintain intimate knowledge of customers and portfolio while executing successful and timely product launches
• Identify, prioritize, and mitigate risks related to potential customer churn
• Ensure smooth onboarding and ongoing support for customers by working closely with the sales, renewals, and implementation teams
• Achieve high ideal customer behavior (health) scores by guiding customers to adopt features that align with customer journey guidelines and retention objectives
• Managing customer interactions, including health checks and executive business reviews
• Serve as the customer's voice for escalations, feature requests, and other needs
• Develop and maintain mutually aligned success plans with customers, specifying requirements delivery and platform investment value measurement (ROI connected to business improvements)

Requirements

• 4+ years in a technical, customer-facing role of highly technical product (ideally B2B SaaS)
• Proven track record of developing and managing customer relationships, including VP and C-level executives
• Demonstrated ability to drive feature adoption and solve problems in complex, fast-paced environments
• Robust data-driven approach with proficiency in metrics and analytics software to translate goals into measurable outcomes and demonstrate value
• Cross-functional in nature - capable of collaborating across teams to drive positive outcomes 
• Business understanding and excellent communication skills, high proficiency in English is a must (verbal and written) 
• Advantage - solid technical knowledge, ideally related to DevOps software (PR Lifecycle
• Advantage - experience with customer success and project management tools such as Salesforce, Gainsight, Zendesk, Jira, and Confluence

LinearB Values:

• Put the Customer First
• Take Ownership
• One Team
• Show Product Expertise
• Be Data Driven
• Reach for the Next Level
• Listen Curiously & Speak Courageously

LinearB is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.