Enterprise Customer Success Manager

Enterprise Customer Success Manager

LinearB is a leader in the inaugural Gartner Magic Quadrant for Developer Productivity Insights Platforms. Our platform correlates data across your SDLC stack to identify bottlenecks and automate developer workflows. Our developer-first approach to automating engineering improvement uses data as the foundation for enabling autonomous, self-improving dev teams. Engineering organizations use LinearB to improve their AI Leverage, Predictability, Efficiency, and Developer Experience by way of our Explore-Measure-Act methodology. We're looking for an Enterprise Customer Success Manager who will partner with our customers to turn data and insights into measurable business impact.

In this role, you'll help our customers leverage LinearB's AI Productivity Platform to improve engineering team performance, define clear success metrics, and drive meaningful outcomes. You'll act as a trusted advisor, building strong, long-term relationships, aligning on success plans, and guiding teams to maximize the value they gain from our platform.

You'll collaborate closely with product, sales, and leadership to ensure customer goals are met, results are tracked, and insights are translated into continuous improvement. Your success will be measured by how effectively you help customers achieve theirs - strengthening retention, growth, and advocacy across your portfolio.

What You'll Do:

• Customer Journey & Value Realization : Lead the end-to-end customer experience, beginning with seamless onboarding and implementation to drive high initial adoption. Beyond launch, you will act as a dedicated partner, continuously aligning LinearB's capabilities with the customer's evolving business goals to ensure ongoing value realization, product stickiness, and long-term success.
• Strategic Stakeholder Engagement: Serve as a trusted advisor to senior engineering leadership (VP/Director level). Facilitate strategic business reviews and provide actionable, data-driven best practices to stakeholders across all levels of the engineering organization to drive operational transformation.
• Portfolio Management: Manage a portfolio of clients with multiple simultaneous rollouts, ensuring each customer receives the attention and support needed to maximize product value.
• Customer Touchpoints: Schedule and conduct regular check-ins with customers to maintain a strong understanding of their needs, ensuring they are satisfied and proactively addressing any issues.
• Cross-functional Collaboration: Work closely with the Customer Solutions Architect and Support team to quickly triage and resolve customer support issues, escalating blockers when necessary to prevent customer churn.
• Feedback Loop: Gather customer feedback and product requirements to collaborate with Product and Engineering, helping shape the product development roadmap.
• Best Practices & Strategy: Advise customers on industry best practices, ensuring that their technical setup and ongoing use of the product is optimized for success.
• Customer Advocacy: Partner with Marketing to create customer case studies, testimonials, and other advocacy content to highlight product value and strengthen customer relationships.
• Data-Driven Success: Use customer data and metrics to guide proactive customer success initiatives, identifying opportunities for expansion and ensuring customers derive continuous value from the product.

Requirements:

• Experience: 4+ years in a customer-facing, technical role for a B2B SaaS product, ideally with experience managing relationships with technical buyers.
• Technical Aptitude: Strong technical understanding of the Dev-Ops space, able to engage with customers on a technical level and translate complex concepts into actionable advice.
• Customer-focused: Proven track record of building and managing customer relationships, including working with senior level executives to ensure client success and satisfaction.
• Communication Skills: Excellent written and verbal communication skills, with the ability to clearly convey complex technical concepts to both technical and non-technical stakeholders.
• Business Acumen: Strong ability to balance customer needs with business objectives, using data to make informed decisions that drive customer satisfaction and success.
• Adaptability: Comfortable working in a fast-paced, rapidly-scaling startup environment, with the ability to wear multiple hats and adapt to evolving needs.
• Cross-functional Collaboration: Ability to work seamlessly with Sales, Product, Technology, and Marketing teams to align on customer needs and deliver comprehensive solutions.
• Education: BS/MS or equivalent experience in a technical or business-related field.
• If you're passionate about customer success, enjoy working with technical products, and thrive in a dynamic environment, we'd love to talk with you!

LinearB Values

• Put the Customer First
• Take Ownership
• One Team
• Show Product Expertise
• Be Data Driven
• Reach for the Next Level
• Listen Curiously & Speak Courageously

LinearB is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.