Scaled Customer Success Manager

2–3+ years in a customer-facing role (Customer Success, Support, Solutions, Ops, or similar) Experience working in SaaS; startup or product-led environments preferred Comfortable working with data and technical tools to understand customer behavior Basic SQL skills or experience querying data (or a strong desire to learn) Familiarity with APIs, integrations, or automation tools is a plus Strong written communication skills — clear, concise, and thoughtful Highly motivated, organized, and excited to grow Curious about how great products scale and how customers adopt them

Own the success of a large portfolio of Linear customers using a digital -first approach Help customers get to value quickly through onboarding, materials, and proactive outreach Use product usage data, lifecycle signals, and basic analysis to identify adoption gaps, risk, and growth opportunities Run repeatable success programs across activation, adoption, and renewal readiness Pull and interpret data from internal tools (CS platform, CRM, product analytics) to inform outreach and prioritization Engage 1:1 with customers when needed and escalate thoughtfully to high-touch support Partner closely with Product, Support, and Sales to share customer feedback Continuously refine how we support customers by improving processes, tooling, and automation