Customer Success Manager

At Linear, we are on a mission to bring magic back to software. To empower product teams to do their best work, we are building an issue tracking and project management tool that combines UI elegance with world-class performance. Founded in 2019, Linear has become the tool of choice for thousands of high-impact companies to build their products better.

Linear was set up as a fully remote company from the start. Today, our small but mighty team is distributed across North America and Europe. What unites us is relentless focus, fast execution, and our passion for software craftsmanship. We are all makers at heart and care deeply about the quality of our work.

We’re looking for a Customer Success Manager to help manage relationships with Linear’s top customers. As a part of the early team, you’ll play a pivotal role in laying the foundation and setting up best practices. You will champion our customers’ needs and ensure they realize the full value of Linear across their organization. Your role will involve onboarding new customers, delivering ongoing support + enablement, and fostering strong relationships to drive customer satisfaction and retention.

Please note: We are an equal opportunity employer and remote-only company. At this time, we can only support hiring within North America. EST time zone is preferred for this role.

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

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

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

What we offer

• Interesting and challenging work

• An experienced team to learn from

• Work life balance

• Competitive salary and equity

• Employee-friendly equity terms (early exercise, extended exercise)

• Macbook Pro, 5K display and accessories

• Stipend to set up your home office

• Paid lunch and coffee during work days

• Work remotely, no commuting to the office

• Paid co-working space/desk at an office

• Health, dental and vision insurance

• Regular team events and offsites

• 5 weeks paid vacation

• 4 months paid parental leave

Learn how we think and work

• Read Me a story about our mission

• How we structure our product teams talk by our Head of Product, Nan Yu, at Config 2024

• Building for quality: Our Investment in Linear Accel Series B blog post

• Why and how we do work trials Linear blog post