Senior Customer Success Manager

As a Senior Client Success Manager, you will provide clients with top-quality post-sale product and business services, serving as a single point of contact who collaborates with them to nurture a strategic partnership, ensuring their businesses have the opportunity to thrive and make full use of Linnworks' functionality. The Senior Client Success Manager reports to the VP of Customer Operations.  The Senior Client Success Manager will also mentor junior Customer Success colleagues to become as effective as you.

Responsibilities:

• Establishing and maintaining solid business relationships within the client's organisation
• Acting as the single point of contact for Linnworks’ larger and VIP clients
• Conducting regular health checks to create account plans to deliver customer growth and value 
• Providing contextual advice on the best solution usage and execution
• Proactively monitoring the platform to mitigate risks and increase performance and ROI
• Delivering insightful, accurate, and detailed reports for the client
• Monitoring, tracking, and evaluating performance
• Supporting and delivering Linnworks Masterclass Follow-ups
• Connecting with clients early in their Linnworks journey to ensure the First Value Journey is achieved

Partnerships & Agency Relationships:

• Partner closely with external agency partners that onboard and service new clients, acting as a strategic liaison to ensure successful delivery and long-term value.
•  Maintain strong, trusted relationships with both agencies and end clients.
• Provide strategic guidance, enablement, and best-practice support to agency partners to drive consistent, high-quality client outcomes.
• Monitor client health, adoption, and value realization across agency-led accounts, identifying risks and opportunities early.
• Collaborate cross-functionally with Sales and Product to align agency-delivered experiences with customer expectations and company standards.
• Serve as an escalation and problem-solving partner when agency-managed engagements require additional support or intervention.
  
  

Collaboration: 

• Customer advocacy - acting as the link between the customer and the product. Providing feedback to the Product Team regarding customer experience
• Providing advice and assistance to the Sales teams during contract renewal/upsell to help maximise the Lifetime Value (LTV) of clients
• Working with the Support team to understand and analyze client-facing issues, allowing them to be efficiently resolved
• Providing the Engineering team with clear examples when investigating new functional requirements
• Working with other teams to troubleshoot issues, allowing them to be efficiently resolved
  
  

Other: 

• Tasks to include, but not exclusive to: dispute management, problem resolution, maintaining customer records, providing upsell/cross-sell opportunities for the account Management team, and accurate churn reporting
  
  

Developing yourself: 

• Continuously developing your own personal and professional skills
• Participating in the Culture Amp review cycles to receive and provide helpful feedback

• 4+ years of experience in a CSM or similar role at a technology or SAAS company handling large, high-value customers
• 3+ years of experience in e-commerce, logistics, ERP, or similar preferred
• Proven track record in developing relationships at senior levels with customers that drive measurable results
• Experience managing agency, partner, or multi-client account models, including indirect customer relationships, is highly desirable

Skills: 

• Excellent written and verbal communication skills 
• Client relationship building skills 
• Demonstrable ability to manage multiple, complex workstreams at the same time
• Ability to work effectively as part of a team with shared objectives and on one's own initiative
• Excellent time management, particularly the ability to effectively prioritize and execute tasks
• Strategic thinking skills: the ability to take both short-term and long-term business objectives and execute on a tactical plan to achieve

Attitudes: 

• Customer-centric, seeking to understand and advocate for the customers' needs and bridging their requirements with our internal teams to deliver valued solutions. 
• Passion for eCommerce

Knowledge: 

• Knowledge of how to handle customer relations 
• Industry knowledge: understanding of the e-commerce industry 

We embrace diversity and inclusion and encourage our amazing team members to bring their authentic, fun selves to work every day. We offer a culture of innovation, mutual respect, support, and transparency. The competitive and comprehensive benefits our team members enjoy are designed to ensure you and your family members are healthy.

• Generous Medical, Dental, and Vision Insurance
• 20 days of annual PTO, 14 Sick Days, and 10 Holidays, plus additional days for tenured service
• Short-term and Long Term Disability benefits
• Traditional and ROTH 401K options with company contribution
• Home Office Stipend
• Learning & Development platform
• Referral Bonus
• Paid Volunteer Days