Enterprise Customer Success Manager

What you’ll do

• Customer Journey & Value Realization: Lead the end-to-end customer experience, beginning with seamless onboarding and implementation to drive high initial adoption. Beyond launch, you will act as a dedicated partner, continuously aligning LinearB’s capabilities with the customer’s evolving business goals to ensure ongoing value realization, product stickiness, and long-term success.
• Strategic Stakeholder Engagement: Serve as a trusted advisor to senior engineering leadership (VP/Director level). Facilitate strategic business reviews and provide actionable, data-driven best practices to stakeholders across all levels of the engineering organization to drive operational transformation.
• 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.
• 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.
• 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.

Requirements

• Experience: 4+ 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.