Your Mission
As a Customer Success Manager, you are the strategic architect of the post-sale journey for our complex and high-value clients. You will serve as a trusted advisor, bridging the gap between technical functionality and business transformation. Your mission is to ensure that Linnworks isn't just a tool, but a core engine of their growth. The Customer Success Manager will own the relationship end-to-end, driving retention, identifying expansion opportunities, and ensuring our VIP clients realize a measurable Return on Investment (ROI).
Applicants
Must live in the UK and be able to work for any UK employer without sponsorship.
Key Responsibilities
Strategic Account Management
- Relationship Architecture: Establish multi-threaded relationships across the client's organization, from operations managers to the C-Suite.
- Success Mapping: Lead the "First Value Journey," ensuring clients hit their initial goals early (post on-boarding) and building a roadmap for long-term maturity.
- Executive Business Reviews (EBRs): Conduct high-impact strategic reviews to report on ROI, Product Roadmap, feature usage, and future growth alignment.
- Risk Mitigation: Proactively monitor account health and platform usage patterns to intervene before churn becomes a possibility.
Cross-Functional Collaboration
- Product Advocacy: Act as a "Voice of the Customer" (VoC) lead, translating client pain points into structured feedback for the Product and Engineering teams.
- Commercial Synergy: Partner with Sales and Account Management to secure renewals and identify expansion pathways that increase Lifetime Value (LTV).
- Technical Liaison: Collaborate with Support and Engineering to fast-track resolution for high-priority issues impacting VIP accounts.
Operational Excellence
- Performance Reporting: Deliver bespoke, data-driven reports that highlight platform efficiency and business impact.
- Process Improvement: Contribute to the "Linnworks Playbook"—improving our internal processes for onboarding, health checks, and churn reporting.
Success Metrics (The "What Success Looks Like")
- Net Retention Rate (NRR): Ensuring clients stay and grow.
- Customer Health Score: Maintaining a high weighted score across usage, sentiment, and support engagement.
- Expansion Pipeline: Driving a consistent flow of qualified leads for the upsell team.
What You'll Bring To The Role
- 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.
Mindset & Knowledge
- The "Partner" Mentality: You don't just solve 'asks'; you solve business problems. You advocate fiercely for the customer while balancing the business's commercial interests.
- eCommerce Domain Expertise: Deep understanding of the global eCommerce landscape, including multi-channel selling, logistics, and inventory management.
- Outcome-Obsessed: You are driven by customer "Success Milestones" rather than just "Activity Metrics".
Perks & 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.
Linnworks is proud to be an Equal Opportunity Employer (EOE). We believe that diversity of experience, perspectives, and background leads to a better environment for our employees and better service for our customers.
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