Customer Success Manager

About the Role

Linear is a remote-first company with a strong focus on async collaboration and intentional moments to connect in person. As a Customer Success Manager, you will have the opportunity to work with a talented team of professionals who are passionate about shaping the future of product development. With a strong emphasis on work-life balance, Linear offers a unique environment that allows you to thrive both personally and professionally.

Linear's mission is to build the product development system for teams and agents, and the company has already made significant strides in achieving this goal. With over 25,000 companies using the platform, Linear is well-positioned to continue its growth and expansion. As a Customer Success Manager, you will play a key role in driving this growth and ensuring that customers are satisfied with the platform.

What You Will Do

• Develop and maintain strong relationships with key stakeholders at Linear's largest customers
• Act as the primary point of contact for customer inquiries, concerns, and feedback
• Become a product expert and help customers use Linear to drive business outcomes
• Drive customer onboarding and training on Linear's features and best practices
• Continually strive to expand the usage and adoption of Linear within accounts
• Be the voice of the customer and advocate for customer needs internally
• Collaborate with product, sales, and support teams to address challenges and drive enhancements in the product
• Identify and mitigate potential customer churn risks
• Develop and execute strategic plans to increase customer satisfaction and retention
• Conduct regular business reviews with customers to ensure they are achieving their desired outcomes

What We Are Looking For

• 5+ years of relevant work experience in a technical customer-facing role
• Strong organizational and time management skills with the ability to handle multiple tasks and prioritize effectively
• Excellent verbal and written communication skills with the ability to articulate complex concepts clearly and effectively
• Previous experience working with product and engineering teams and/or developer tools is preferred
• Strong understanding of SaaS and startup environments
• Ability to adapt to a fast-paced and flexible environment
• Strong problem-solving skills with the ability to think critically and creatively
• Experience with Excel and other productivity tools

Nice to Have

• Experience working with customer success platforms and tools
• Knowledge of sales and marketing principles
• Experience with data analysis and reporting
• Familiarity with Agile development methodologies

Benefits and Perks

• Competitive salary and equity
• Employee-friendly equity terms (early exercise, extended exercise)
• Stipend to set up your home office
• Paid lunch and coffee during workdays
• Work remotely, no commuting to the office
• Paid co-working space/desk at an office
• Health, dental, and vision insurance (US)
• Regular team events and offsites
• 5 weeks of paid vacation
• 4 months of paid parental leave
• Opportunities for professional growth and development
• Access to cutting-edge technology and tools
• Collaborative and dynamic work environment

• Develop a strong understanding of Linear's platform and its applications in the industry to stand out as a candidate.
• Highlight your experience working with technical customer-facing roles and your ability to adapt to a fast-paced environment.
• Showcase your problem-solving skills and ability to think critically and creatively.
• Be prepared to provide examples of how you have driven customer satisfaction and retention in previous roles.
• Research the company culture and values to demonstrate your fit with the organization.
• Prepare to discuss your experience with Excel and other productivity tools.
• Be ready to provide examples of how you have collaborated with cross-functional teams to drive business outcomes.