Linnworks

Customer Success Manager

Linnworks

full-time

Posted on:

Location Type: Remote

Location: Estonia

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About the role

  • Establish multi-threaded relationships across the client’s organization, from operations managers to the C-Suite.
  • Lead the 'First Value Journey,' ensuring clients hit their initial goals early (post on-boarding) and building a roadmap for long-term maturity.
  • Conduct high-impact strategic reviews to report on ROI, Product Roadmap, feature usage, and future growth alignment.
  • Proactively monitor account health and platform usage patterns to intervene before churn becomes a possibility.
  • Act as a 'Voice of the Customer' (VoC) lead, translating client pain points into structured feedback for the Product and Engineering teams.
  • Partner with Sales and Account Management to secure renewals and identify expansion pathways that increase Lifetime Value (LTV).
  • Collaborate with Support and Engineering to fast-track resolution for high-priority issues impacting VIP accounts.
  • Deliver bespoke, data-driven reports that highlight platform efficiency and business impact.
  • Contribute to the 'Linnworks Playbook'—improving our internal processes for onboarding, health checks, and churn reporting.

Requirements

  • 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.
Benefits
  • A Competitive Total Compensation Package & an Employee Appreciation Plan
  • A collaborative team culture based on trust & belonging
  • 5 weeks of Vacation per year + an extra vacation day for each year of service for the first 3 years
  • Full Sick Leave compensation up until the 8th day of illness
  • 2 Volunteer Days per year - volunteer solo or join our team on a day out
  • Flexible work arrangements - Work from Home, Hybrid or from our office
  • Company Laptop & Work from Home Stipend – you’ll receive a personal budget of € 500 to set up your best home office!
  • Mental Wellbeing Support - Access to therapy, mental health sessions, and yoga through a free premium subscription to Headspace 🧘🏻‍♀️
  • Recreational Sports Compensation or supplementary Private Health Insurance
  • Confidential Employee Assistance Programme with access to 24/7 compassionate guidance, expert advice, resources & free mental health counselling
  • Career Growth, Training & Personal Development via Linnworks Career Framework
  • A modern office in the Tallinn City Centre
  • The opportunity to be part of a rapidly scaling and market-leading tech company at the forefront of a growing e-commerce industry
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data-driven reportingstrategic reviewsROI analysisfeature usage analysisaccount health monitoringchurn reportingsuccess plansplatform efficiency analysisnarrative development from data
Soft Skills
communication skillsinfluencing stakeholdersmulti-taskingrelationship buildingproblem-solvingcollaborationcustomer advocacyleadershipnegotiation