Customer Success Manager

Description

What we’re looking for:

We’re looking for a strategic and customer-focused Customer Success Manager to build and lead Linx Security’s Customer Success function from the ground up. This is a critical role in ensuring customer retention, driving expansion, and building advocacy within our customer base. If you thrive on creating seamless customer experiences, aligning cross-functional teams, and driving measurable outcomes, we want to hear from you!

What you’ll do:

• Develop and execute a customer success strategy that aligns with Linx Security’s business goals, including retention, expansion, and customer advocacy.
• Define and implement key customer touchpoints throughout the lifecycle—from onboarding to renewal and expansion.
• Engage directly with customers to understand their needs, ensure adoption, and proactively address potential challenges.
• Build strong relationships with internal teams (Sales, Product, and Executive leadership) to align customer success efforts with company objectives.
• Develop customer health metrics and track key performance indicators (e.g., NRR, churn, CSAT, health scores) to measure success.
• Design and execute quick-win initiatives to demonstrate immediate value and ensure high customer satisfaction.
• Establish scalable processes, frameworks, and tools (e.g., CRM, Customer Success platforms) to streamline customer engagement.
• Create playbooks and best practices for customer interactions, ensuring a consistent and high-quality experience.
• Stay ahead of industry trends, challenges, and innovations to continuously improve Linx’s Customer Success function.

Requirements

What you’ll bring:

• Proven experience in Customer Success, Account Management, or related roles, ideally in cybersecurity or SaaS environments.
• A strategic mindset with a passion for building customer relationships and ensuring long-term success.
• Strong ability to define and implement success metrics to measure customer engagement and retention.
• Experience working with cross-functional teams to align customer success efforts with sales, product, and executive leadership.
• A proactive and adaptable approach, with the ability to scale the Customer Success function as Linx grows.
• Strong problem-solving skills with a customer-first mentality and a passion for delivering exceptional service.