LinearB

LinearB is a leading Developer Productivity Insight Platform (DPIP) that empowers engineering teams with actionable insights and workflow automation. Our solutions help improve developer productivity and experience, enable predictable project delivery, and drive profitable engineering. Join us to be part of an innovative company driving efficiency and excellence in software development.

We are looking for an accomplished Customer Success Team Lead with a strong engineering background to take on a Player/Coach role. The ideal candidate will combine technical expertise and individual contributor excellence with emerging leadership skills. This dual role requires the candidate to manage a small team of Customer Success Managers (CSMs) while owning a portfolio of strategic, enterprise customer accounts. This position is pivotal in bridging the gap between technical teams and customer needs, ensuring our products deliver maximum value, and scaling the success of the broader team through mentorship.

Key Responsibilities:

• Player Responsibilities (Individual Contributor):
  • Build strong relationships with a portfolio of key enterprise customers, acting as a trusted, strategic advisor to drive adoption and maximize ROI.
  • Ensure smooth onboarding, training, and ongoing support for your assigned customers.
  • Proactively identify potential challenges within your accounts and work with cross-functional teams to address them.
  • Lead escalation processes for critical issues within your portfolio to ensure swift resolution.
  • Utilize data-driven insights to improve customer experiences and outcomes for your accounts.
• Coach Responsibilities (Team Management):
  • Mentor and coach a small, high-performing team of Customer Success Managers, providing guidance on enterprise customer strategies and technical challenges.
  • Assist in defining key metrics for team customer retention, satisfaction, and product adoption.
  • Foster a customer-centric culture within the team and contribute to hiring and professional development.
  • Collaborate with product and engineering teams to communicate consolidated customer feedback and influence product roadmaps.
  • Monitor team customer health metrics and report on collective trends, risks, and successes to leadership.
  • Partner with sales to support renewals and upsell opportunities across the team.

Qualifications:

• BS/MS or equivalent experience in a technical or business-related field.
• Proven track record of at least 7 years in customer success, account management, or related individual contributor roles, with a focus on technical SaaS products.
• Experience with Enterprise-level accounts.
• Minimum 2 years of experience mentoring, coaching, or formally leading a team (or equivalent project leadership).
• Strong understanding of SaaS products and services.
• Exceptional communication and interpersonal skills, with the ability to manage executive-level relationships.
• Ability to analyze complex technical issues and translate them into actionable insights for customers and team members.
• Proficiency in customer success tools (e.g., Gainsight, Salesforce) and data visualization tools.
• Expertise in demonstrating and delivering value to customers.
• Customer-focused mindset with a passion for delivering value.
• Strategic thinker with excellent problem-solving abilities.
• Collaborative and able to work effectively across teams.
• Experience with the processes involved in software development/DevOps strongly preferred.