Linnworks

Customer Success Manager

Linnworks

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

Visit company website

Explore more

✨ AI Apply
Apply

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
  • 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
Applicant Tracking System Keywords

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

Hard Skills & Tools
data-driven reportingstrategic reviewsaccount health monitoringplatform usage analysiscustomer success strategiesbusiness objective translationROI reportingfeature usage analysischurn reportingonboarding processes
Soft Skills
communicationinfluenceleadershipcollaborationproblem-solvingmulti-taskingrelationship buildingcustomer advocacynarrative developmentnegotiation