Customer Success Manager

Summary

Join Linear, a fully remote company building an issue tracking and project management tool, as a Customer Success Manager. You will manage relationships with top customers, onboard new users, provide ongoing support, and foster strong relationships to drive satisfaction and retention. This pivotal role involves acting as the primary point of contact for customer inquiries, becoming a product expert, and driving customer onboarding and training. You will also advocate for customer needs internally, collaborating with various teams to address challenges and drive product enhancements. Linear offers a competitive salary and equity, work-life balance, and various benefits including health insurance, paid time off, and parental leave. The ideal candidate has 4+ years of relevant experience in a technical customer-facing role, SaaS and startup experience, and excellent communication skills.

Requirements

• 4+ years relevant work experience in a technical customer-facing role
• SaaS and start up experience a must; comfortable working and adapting in a fast paced and flexible environment
• 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

Responsibilities

• 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; advocate for customer needs internally, collaborating with product, sales, and support teams to address challenges and drive enhancements in the product

Preferred Qualifications

Previous experience working with product + engineering teams and/or developer tools is preferred

Benefits

• Interesting and challenging work
• Work-life balance
• 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