Linnworks · 9 hours ago
Customer Success Manager, EE (Remote)
United States
Full-time
Remote
Entry, Mid Level
2+ years expLinnworks is a global leader in the eCommerce automation sector, and they are seeking a Customer Success Manager to enhance the post-sale journey for their high-value clients. The role involves strategic account management, cross-functional collaboration, and operational excellence to ensure client retention and growth.
E-CommerceSoftware
No H1B
Responsibilities
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, featur usage, and future growth alignment
Risk Mitigation: Proactively monitor account health and platform usage patterns to intervene before churn becomes a possibility
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
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
Qualification
Required
Must live in Estonia and be able to work for any Estonian employer without sponsorship
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
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.'
Benefits
A Competitive Total Compensation Package & an Employee Appreciation Plan
A collaborative team culture based on trust & belonging
5 weeks of Vacation per year + an extra vacation day for each year of service for the first 3 years
Full Sick Leave compensation up until the 8th day of illness
2 Volunteer Days per year - volunteer solo or join our team on a day out
Flexible work arrangements - Work from Home, Hybrid or from our office
Company Laptop & Work from Home Stipend – you’ll receive a personal budget of €500 to set up your best home office!
Mental Wellbeing Support - Access to therapy, mental health sessions, and yoga through a free premium subscription to Headspace 🧘🏻♀️
Recreational Sports Compensation or supplementary Private Health Insurance
Confidential Employee Assistance Programme with access to 24/7 compassionate guidance, expert advice, resources & free mental health counselling
Career Growth, Training & Personal Development via Linnworks Career Framework
A modern office in the Tallinn City Centre
The opportunity to be part of a rapidly scaling and market-leading tech company at the forefront of a growing e-commerce industry
Company
Linnworks
Linnworks connects, manages and automates commerce operations ensuring your business systems are seamlessly connected.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Marlin Equity Partners
2021-09-29Private Equity
2021-09-29Acquired
Leadership Team
Jon Bahl
Chief Executive Officer
Fedor Dzjuba
Good luck charm
Recent News
Retail Insight Network
2026-01-22
Company data provided by crunchbase