Job Description

We're looking for a Customer Success Manager who will partner with our customers to turn data and insights into measurable business impact.

In this role, you'll help our customers leverage LinearB's AI Productivity Platform to improve engineering team performance, define clear success metrics, and drive meaningful outcomes. You'll act as a trusted advisor-building strong, long-term relationships, aligning on success plans, and guiding teams to maximize the value they gain from our platform.

You'll collaborate closely with product, sales, and leadership to ensure customer goals are met, results are tracked, and insights are translated into continuous improvement. Your success will be measured by how effectively you help customers achieve theirs-strengthening retention, growth, and advocacy across your portfolio

What you'll do:

• Customer Onboarding & Rollouts: Lead successful client rollouts and ensure high product adoption rates by guiding customers through the onboarding and implementation process. Serve as the main point of contact from Sales handoff to post-launch success.
• Portfolio Management: Manage a portfolio of clients with multiple simultaneous rollouts, ensuring each customer receives the attention and support needed to maximize product value.
• Customer Touchpoints: Schedule and conduct regular check-ins with customers to maintain a strong understanding of their needs, ensuring they are satisfied and proactively addressing any issues.
• Cross-functional Collaboration: Work closely with the Customer Solutions Architect and Support team to quickly triage and resolve customer support issues, escalating blockers when necessary to prevent customer churn.

• Feedback Loop: Gather customer feedback and product requirements to collaborate with Product and Engineering, helping shape the product development roadmap.
• Best Practices & Strategy: Advise customers on industry best practices, ensuring that their technical setup and ongoing use of the product is optimized for success.
• Customer Advocacy: Partner with Marketing to create customer case studies, testimonials, and other advocacy content to highlight product value and strengthen customer relationships.
• Data-Driven Success: Use customer data and metrics to guide proactive customer success initiatives, identifying opportunities for expansion and ensuring customers derive continuous value from the product

Requirements:

• Experience: 3-5 years in a customer-facing, technical role for a B2B SaaS product, ideally with experience managing relationships with technical buyers.
• Technical Aptitude: Strong technical understanding of the Dev-Ops space, able to engage with customers on a technical level and translate complex concepts into actionable advice.
• Customer-focused: Proven track record of building and managing customer relationships, including working with senior level executives to ensure client success and satisfaction.
• Communication Skills : Excellent written and verbal communication skills, with the ability to clearly convey complex technical concepts to both technical and non-technical stakeholders.
• Business Acumen: Strong ability to balance customer needs with business objectives, using data to make informed decisions that drive customer satisfaction and success.
• Adaptability: Comfortable working in a fast-paced, rapidly-scaling startup environment, with the ability to wear multiple hats and adapt to evolving needs.
• Cross-functional Collaboration : Ability to work seamlessly with Sales, Product, Technology, and Marketing teams to align on customer needs and deliver comprehensive solutions.
• Education: BS/MS or equivalent experience in a technical or business-related field.
• If you're passionate about customer success, enjoy working with technical products, and thrive in a dynamic environment, we'd love to talk with you!

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.

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